Boeing

Senior Process Analyst

Boeing

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, Missouri, South Carolina, Washington

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Salary

💰 $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 quality of ServiceNow knowledge module Act as steward of IT knowledge standards and a liaison between ServiceNow Program Team & knowledge management user community Coordinate with Business Partners and Suppliers for product/service deployments, knowledge base script development and maintenance, trend analysis, and demand management Create and maintain clear, concise, searchable knowledge articles Facilitate Knowledge Management with SMEs and EHD to gather and review knowledge content Measure end-to-end service metrics to identify trends and improvement opportunities Facilitate integration with multiple service owners/providers to provide standard consistent service Establish working together sessions at Operational and Strategic levels Evaluate and implement service improvements to align services to business needs Identify opportunities to automate or deflect common issues via self-help Engage partners and suppliers for Demand Management program Facilitate Incident Management requirements, document ticket categorization, prioritization, escalation paths Conduct strategic sessions with Business Partners for service management requirements and innovations Assist Event Management by communicating service impacts and providing trend analysis to improve availability/capacity/problem management Escalate support and end-user advocacy as needed Maintain knowledge content in ITSM space Communicate strategic and functional concepts to stakeholders Translate SME requirements into effective knowledge articles Manage multiple competing priorities and long-term projects Establish and maintain working relationships and seek consensus Adapt to changes in work environments and priorities Document and communicate internal and external processes Organize process and data efficiently and take initiative on quality improvement

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