Senior Process Analyst

Senior Process Analyst

Company:

The Boeing Company

The Boeing Company is looking for a highly experienced and detail-oriented Senior Process Analyst to join our Infrastructure & Operations (I&O) organization in Renton, WA; Kent, WA; Everett, WA; North Charleston, SC; Seal Beach, CA; Seattle, WA; Hazelwood, MO; or Berkeley, MO.

The Process Analyst will own the end-to-end knowledge management process within the ServiceNow Platform to ensure overall quality of the entire ServiceNow knowledge management module which includes knowledge for end-users, service desk agents, and service providers. The individual in this role will act as the steward of all Information Technology (IT) knowledge standards and processes. You will also act as a liaison between the ServiceNow Program Team & the knowledge management user community.

This role will be responsible for the coordination and engagement with Business Partners and Suppliers for new product and services deployments, knowledge base script development and maintenance, trend analysis, and demand management activities. This role is focused on the operational and strategic support of Boeing’s internal helpdesk; the scope of this role does not include taking helpdesk calls.

The ideal candidate will possess an understanding of Agile methodology, IT Service Management, IT Product Management, and will have experience working within a large-scale content management framework.

Position Responsibilities:

• Creates and maintains clear, concise, and searchable knowledge articles

• Facilitates Knowledge Management by identifying information needed for the Enterprise Help Desk (EHD) to perform its responsibilities which includes working with product or service Subject Matter Experts (SMEs) and EHD SMEs to gather new knowledge content, and to review existing knowledge to ensure the content in IT Service Management Tools

• Measures of services end-to-end to identify trends and opportunities for strategic, operational or financial improvements

• Facilitates integration with multiple service owners and service providers with the goal of providing standard and consistent service

• Establishes working together sessions at the Operational and Strategic levels

• Evaluates and implements service improvements to align services to business needs

• Identifies opportunities to automate or deflect common issues via self-help

• Engages with partners and suppliers to ensure the Demand Management program is in place

• Utilizes working together sessions between Business Partners, EHD representatives, and others to facilitate Incident Management requirements which include researching and documenting ticket categorization, prioritization, escalation paths, to ensure proper resolution and data quality of EHD interactions or incidents

• Conducts strategic working together sessions with Business Partners to understand and facilitate the strategic direction of the business partnerships to meet Service Management requirements, performances, or innovations to improve service management support

• Assists in responding to Event Management requirements by responding to or extending the communication of service impacts which include providing trend analysis data used to improve availability, capacity, or problem management

• Escalates support and end-user advocacy as needed

• Maintains new and updated knowledge content in the Information Technology Service Management (ITSM) space

• Understands and communicates strategic and functional concepts to all business stakeholders

• Translates subject matter expert requirements into effective knowledge articles

• Balances multiple competing priorities and deadlines with the ability to manage long-term projects and strategic initiatives

• Establishes and maintains good working relationships and seeks consensus from peers and stakeholders

• Adapts and maintains effectiveness when experiencing changes in work environments, work priorities, and organizational needs

• Understands, documents, and communicates internal and external processes

• Organizes process and data into efficient order while taking initiative on process and data quality improvement

Basic Qualifications (Required Skills/Experience):

• 5+ years of experience with ITSM management principles and workflow

• 3+ years of experience with technical writing and/or editing skills with high attention to detail and standardization

• Ability to work in a fast-paced environment

Preferred Qualifications (Desired Skills/Experienc