Systems and Data Analyst
Company:
The Boeing Company
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.
Position 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.
Basic Qualifications (Required Skills/Experience):
- 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
Preferred Qualifications (Desired Skills/Experience):
- 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
Drug Free Workplace: Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Pay & 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.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary pay range:
Level 3: $102,850 - $139,150
Level 4: $128,350 - $173,650
Language Requirements:
Not Applicable
Education:
Not Applicable
Relocation:
Relocation assistance is not a negotiable benefit for this position.
Export Control Requirement:
This position must meet U.S. export control compliance requirements. To meet U.S. export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.62 is required. “U.S. Person” includes U.S. Citizen, U.S. National, lawful permanent resident, refugee, or asylee.
Safety Sensitive:
This is not a Safety Sensitive Position.
Security Clearance:
This position does not require a Security Clearance.
Visa Sponsorship:
Employer will not sponsor applicants for employment visa status.
Contingent Upon Award Program
This position is not contingent upon program award
Shift:
Shift 1 (United States of America)
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Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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