Position Summary

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.

Reporting to the Manager, Revenue Management Technology, the Product Analyst is passionate about optimizing the customer and crewmember experience. The role demands maintaining deep expertise in customer service business processes, RI/IX business processes, IT system testing methodologies, and automation strategies to drive efficiency and operational excellence.

Essential Responsibilities

• Business Requirements & Documentation: Develop and maintain Business Requirement Documents (BRDs), documenting high-level business needs and expected outcomes. Incorporate User Stories to ensure clarity on value-driven solutions.
• Incident & Problem Management: Conduct deep dive triage and resolve ServiceNow incidents promptly, document findings, identify root causes, and collaborate with the RI/IX team to drive resolution. Troubleshoot and document issues to support problem management efforts.
• Testing & Quality Assurance: Review product release notes, create test scenarios, and facilitate matrix partner User Acceptance Testing (UAT) activities. Work with internal QA teams to implement automated testing scripts and ensure product quality.
• Defect & Change Management: Manage defects across all environments, ensuring resolution, testing, and deployment readiness. Assist in the creation of change management documentation and support smooth production deployments.
• Cross-Department Collaboration: Partner with Product Managers, Sr. Product Analysts, Business SMEs, and Engineering teams to align on business needs, testing results, defect resolutions, and approvals.
• Issue Resolution & Problem Solving: Identify and resolve delays, discrepancies, and product defects. Participate in root cause analysis and recommend corrective actions to improve system stability and performance.
• Reporting & Analytics: Prepare and distribute status updates, progress reports, and defect tracking insights to relevant stakeholders. Collaborate with Sr. Product Analyst and internal RI/IX team to assess product performance and identify trends.
• End-User & Business Engagement: Work closely with business Subject Matter Experts (SMEs) to maintain knowledge of policies, procedures, and workflows. Gather and analyze end-user feedback to enhance the crewmember experience.
• Continuous Improvement & Innovation: Explore opportunities for process enhancements, automation strategies, and emerging technologies to drive efficiency and scalability.
• General Support & Ad Hoc Tasks: Assist with research projects, documentation updates, and other assigned duties supporting the Crewmember Technology team.
• Other duties as assigned.