Systems and Data Analyst (Experienced, or Senior)

Boeing • Seattle, WA

1d

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. Position 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

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

Benefits

• At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities. The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees