Product Analyst RM Technology

About the position

The Product Analyst Revenue Management (RM) Technology - Automation Platforms is responsible for production support and continuous improvement efforts within the RM Technology team, specifically on the Revenue Integrity (RI) and Intelligence Exchange (IX) automation platforms. This role involves managing day-to-day support activities, including coordinating User Acceptance Testing (UAT) in collaboration with the Technology Quality Assurance (QA) team, as needed, overseeing defect management across all environments, and troubleshooting incidents and problem management in the production environment. A passion for PNR investigation and root cause identification is critical to this role. Additionally, the Product Analyst leverages data-driven insights to enhance the end-user experience for crewmembers. The Product Analyst works closely with the Product Manager, engineering teams, and internal/external matrix partners to ensure the successful delivery of high-quality products aligned with strategic business goals. The role also requires preparing business requirement documents and test case scenarios while striving for continuous process improvements, reducing incident impacts, and ensuring high-quality testing and product releases.

Responsibilities

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  Develop and maintain Business Requirement Documents (BRDs), documenting high-level business needs and expected outcomes.
  
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  Conduct deep dive triage and resolve ServiceNow incidents promptly, document findings, identify root causes, and collaborate with the RI/IX team to drive resolution.
  
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  Review product release notes, create test scenarios, and facilitate matrix partner User Acceptance Testing (UAT) activities.
  
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  Manage defects across all environments, ensuring resolution, testing, and deployment readiness.
  
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  Partner with Product Managers, Sr. Product Analysts, Business SMEs, and Engineering teams to align on business needs, testing results, defect resolutions, and approvals.
  
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  Identify and resolve delays, discrepancies, and product defects.
  
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  Prepare and distribute status updates, progress reports, and defect tracking insights to relevant stakeholders.
  
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  Work closely with business Subject Matter Experts (SMEs) to maintain knowledge of policies, procedures, and workflows.
  
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  Explore opportunities for process enhancements, automation strategies, and emerging technologies to drive efficiency and scalability.
  
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  Assist with research projects, documentation updates, and other assigned duties supporting the Crewmember Technology team.
  

Requirements

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  High School Diploma or General Education Development (GED) Diploma.
  
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  One (1) year of analytical experience.
  
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  One (1) year of testing or incident management work experience with technical troubleshooting and problem-solving skills.
  
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  One (1) year of Sabre experience working in Interact and investigating Passenger Name Records (PNRs).
  
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  Candidates must demonstrate Sabre Passenger Name Record (PNR) output interpretation knowledge and skills via a work sample assessment.
  
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  Must be able to summarize and articulate findings with precision.
  
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  Ability to rapidly resolve issues and recognize when escalation is necessary.
  
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  Knowledge of Microsoft Office Suite, including Outlook, Project, Excel, Power Point, SharePoint, Word and Visio.
  
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  Must be able to work under pressure and meet deadlines.
  
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  Ability to multi-task.
  
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  Customer-focused.
  
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  Strong sense of urgency and attention to detail.
  
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  Available for overnight travel (10%).
  
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  Must pass a pre-employment drug test.
  
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  Must be legally eligible to work in the country in which the position is located.
  
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  Authorization to work in the US is required. This position is not eligible for visa sponsorship.
  

Nice-to-haves

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  Bachelor's degree in a related field or equivalent experience.
  
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  Strong proficiency in cloud-based database technologies, with experience in Snowflake or Azure SQL Database for data management and querying.
  
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  Two (2) years of Sabre experience working in Interact and investigating PNRs.
  
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  One (1) year of experience in Revenue Management, Pricing, or GDS (Global Distribution Systems), Interline and Codeshare support.
  
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  One (1) year of testing or incident management work experience with technical troubleshooting and problem-solving skills with Sabre (or other airline PSS), Interact, ATPCO, GDS.
  
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  Knowledge of technology fundamentals and concepts (Microsoft technologies preferred).
  
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  Knowledge of Technology disciplines and interdependencies working knowledge of HTML, CSS and other web programming languages.
  
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  Previous experience in the airline or call center industry.
  

Benefits

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  Access to healthcare benefits.
  
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  401(k) plan and company match.
  
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  Crewmember stock purchase plan.
  
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  Short-term and long-term disability coverage.
  
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  Basic life insurance.
  
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  Free space available travel on JetBlue.
  

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