Senior Process Analyst
Boeing
ITSMServiceNow
Senior Process Analyst
Boeing
full-time
Posted on:
Origin: • 🇺🇸 United States • California, Missouri, South Carolina, Washington
Visit company websiteSalary
💰 $110,500 - $159,850 per year
Job Level
Senior
Tech Stack
ITSMServiceNow
About the role
- Own the end-to-end knowledge management process within the ServiceNow Platform to ensure overall quality of the ServiceNow knowledge management module
- Act as steward of all IT knowledge standards and processes; liaison between ServiceNow Program Team and knowledge management user community
- Coordinate and engage with Business Partners and Suppliers for new product and services deployments, knowledge base script development and maintenance, trend analysis, and demand management activities
- Support Boeing’s internal helpdesk operationally and strategically (scope does not include taking helpdesk calls)
- Create and maintain clear, concise, and searchable knowledge articles and translate SME requirements into effective knowledge content
- Facilitate Knowledge Management, Incident Management, Event Management, Demand Management, and Service Management processes and improvements
- Measure end-to-end service metrics to identify trends and opportunities for strategic, operational or financial improvements
- Identify automation or self-help opportunities and maintain knowledge content in ITSM tools
- Establish working sessions with Business Partners, EHD representatives, service owners/providers to align services and ensure data quality
- Escalate support and advocate for end-users as needed; adapt to changing priorities and maintain process and data quality improvements
Requirements
- 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
- Experience building strong networks across different organizations (preferred)
- Experience with IT services, service readiness, and the required deliverables/outcomes (preferred)
- Experience with IT Service Management and Service Desk operating procedures (preferred)
- Experience using ServiceNow (preferred)
