Systems and Data Analyst (Experienced, or Senior)

Boeing•Seattle, WA

About The Position

Systems and Data Analyst (Experienced, or Senior) Company: The Boeing Company Boeing Digital Services customer support is currently looking for a Systems and Data Analyst (Experienced, or Senior) team lead to join their team. This position will focus on supporting the Boeing Global Services (BGS) business Technical Operations organization in Seattle, WA or Englewood, CO. The successful candidate will understand the importance of collaboration as this position will focus on working directly with the various product and support teams to ensure the success of our support team. Our teams are currently hiring for a broad range of experience levels including; Experienced and Senior level Systems and Data Analysts.

Requirements

3+ years of experience in a 24x7 support organization
3+ years’ experience using software applications in support of aircraft maintenance solutions

Nice To Haves

5 or more years' related work experience or an equivalent combination of education and experience
2+ years Leading Teams / Crews
3+ years of experience in a 24x7 support organization
Leadership experience
Project Management
Knowledge of Boeing Maintenance and MRO products and services
Knowledge of Software as a Service methodology and support
1+ years tracking KPI and Metrics for Support teams and Leadership reviews
Knowledge of Customer Satisfaction (CSAT) scoring techniques

Responsibilities

Lead the day-to-day operations of the Digital Support team
Participate in workshops and meetings to ensure proper support representation
Coach, mentor, and guide support staff to ensure they are empowered to do their work and remove any roadblocks
Identify areas of improvement when technology can assist clients in achieving desired outcomes and play a supporting role in developing the roadmap and strategy for identified initiatives
Build, maintain, and optimize triage and escalation workflows between tier 1 and tier 2 teams
Drive continuous improvement through quality assurance and process change management
Manage and optimize support tooling
Utilize metrics to suggest changes in processes, tools, and staffing assignments to manager
Ensure exceptional service delivery and customer satisfaction are being delivered by our support teams
Uses consultative skills and understanding of technology to explain business requirements and objectives
Work closely and collaborate with other teams to improve service delivery, system stability and customer experience
Support the development and achievement of the support and services goals to support the organizational vision
Contribute to the support strategy to ensure the appropriate support handoff; continuously improve and evolve knowledge management and production readiness
Tasks and projects as assigned