Systems and Data Analyst

Boeing•Seattle, WA

1d•Hybrid

About The Position

Boeing Global Services (BGS), Digital Solutions & Analytics (DS&A) is seeking a Level 3 experienced or level 4 Senior Technical Advanced Support Analyst for 24x7x365 technical customer support. The scope of support covers Boeing’s current and next generation Software as a Service (SaaS) platforms, licensed software products, Identity and Access Management services spanning large-scale hybrid cloud environments. This includes e-Commerce, traditional web application and native mobile application delivery channels. Primary job responsibilities include advanced technical product support investigating, analyzing, troubleshooting, and resolving high/medium/low priority service requests from our internal (Boeing) and external Customers (Aircraft Owner, Operator, MRO, Partners and Suppliers) as defined in our Licensed Software Support Policy. This position can be located in Seattle, WA or Englewood, CO. This position is hybrid. This means that the selected candidate will be required to perform some work onsite at one of the listed location options. This is at the hiring team’s discretion and could potentially change in the future.

Requirements

1 year experience and competency in troubleshooting, analysis and problem-solving strategies to address simple to complex customer inquiries
1 year experience working knowledge of Technical Operations tools and use in Maintenance Operations
1 year experience working knowledge of Technical Operations Products and their impacted up and downstream systems
Fluent written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language
Willingness to work in 24x7x365 technical customer support environment

Nice To Haves

3+ years experience and competency in troubleshooting, analysis and problem solving strategies to address simple to complex customer inquiries
3+ years experience working knowledge of Technical Operations tools and use in Maintenance Operations.
3+ years working knowledge of Technical Operations Products and their impacted up and downstream systems
IT support or equivalent background across one or more of the software systems development / sustaining disciplines a plus
Project management tools and practices as well as knowledge of project and software implementation a plus.
Knowledge and/or experience within the aviation industry
Knowledge of Aviation training practices and protocols
Associate’s degree or higher

Responsibilities

Provide responsive 24x7x365 world class technical customer service and support for service requests and phone call inquiries.
Utilize and maintain knowledge, troubleshooting guides and self-help resources for internal team and external customer usage.
Contribute to continuous improvement, problem management, root cause and corrective action (RCCA) activities to improve customer satisfaction, reduce repetitive issues, and eliminate negative impacting events.
Draft and publish global communications for hardware/software related changes, upgrades, issues, known defects and high/medium priority alerts.
Continuous learning by staying up to date with new software/hardware products, features and Information Technology (IT) support methods.
Be a resource and partner with cross functional and matrix organization team members in delivering superior customer service and support.