Position Summary
The Analyst, Technology Programs Mobility supports the management and on-going operations of the mobility program, including mobile device management, associated applications, and internal communications. This role helps ensure the program’s efficiency and reliability by troubleshooting and resolving mobility-related issues and enhancements, classifying and documenting resolutions in the IT ticketing system, and providing user training and support. The Analyst also works closely with cross-functional teams to optimize the mobility experience, maintain proactive issue resolution, and continuous process improvement.
Essential Responsibilities
- Diagnose and replicate mobility application issues
- Escalate unresolved issues after successful duplication and troubleshooting
- Review and revise processes within to improve efficiency and effectiveness
- Provide excellent onsite and remote customer service for JetBlue crewmembers
- Work to achieve first-touch resolution with all issues
- Document process changes and ensure alignment with organizational standards
- Conduct thorough testing for system upgrades, bug fixes, configuration changes, and enhancements
- Ensure all changes are tested and validated before deployment to the production environment
- Accurately classify all resolutions in the IT Ticket System
- Maintain detailed records of issues and resolutions to facilitate future troubleshooting and knowledge-sharing
- Support training to end-users on new features, system changes, and best practices
- Develop and update training materials and documents
- Maintain knowledge of JetBlue’s Safety Management System (SMS), Safety Policy, Security Policy, and behavioral standards
- Take a significant role in the development of the work group’s standard practices
- Other duties as assigned