Customer Operations and Identity & Access Management Business Systems & Data Analyst

Company:

The Boeing Global Services, Digital Services (DS) Customer Experience Operations, MyBoeingFleet and Identity & Access Management team is seeking a Customer Operations and Identity & Access Management Business Systems & Data Analyst to join our team in Seattle, WA.

This is a customer support & product liaison role for Federated Access Onboarding. The chosen candidate collaborates closely with product managers, product development, vendor support, and other relevant teams to communicate customer needs and pain points.  Analyzes support-related data to identify patterns, common issues, and opportunities for improving end user experiences. Keep Internal stakeholders/customers and External customers informed about new features, updates, and enhancements related to the product; provide training and guidance to both.

Responsibilities may include day-to-day administration of the various products. Complex troubleshooting to resolve access issues. Support escalation on technical support to customers, addressing questions and issues that require in-depth knowledge of the product’s functionality.  Execute Analysis and problem-solving skills to find innovative solutions for our operational teams and customers. Collaborating with cross-functional teams to ensure timely and satisfactory solutions for customers. Utilize advanced troubleshooting techniques to diagnose and resolve intricate technical issues.

A successful candidate will be driven, forward-thinking, a proactive problem-solver, and have knowledge and experience working in highly regulated environments.

This position is hybrid. This means that the selected candidate will be required to perform work onsite on average of 2 days a week with team members at a Seattle WA location.  This is at the hiring team’s discretion and could change in the future given the business need.

Position Responsibilities:

• Participate with product team and development in Design/Develop/testing of new/enhanced products/services.

• Drive Customer Readiness. Active Participation in Product Readiness Reviews, Content Creation for Customer Communications, Communicate with customer support and Deployment Teams about upcoming releases.

• Coordinate Federated Access onboarding connections for external customers with adherence to NIST Industry standards for cybersecurity framework

• Engage and collaborate with product managers, product teams, product developers, and vendor support on unique or recurring customer problems; including development, gaining resolutions to critical complex problems, incidents, and defects

• Work with the product manager and vendors to obtain required documentation.  Create and maintain product-related documentation to assist customers and internal staff.

• Escalation Readiness: May be required in some cases for 24x7 Availability to support escalated urgent issues

• Collaborate with Boeing Enterprise Security and Internal & External technical teams to ensure that Identify and Access Management tools meet operational requirements.

• Build and maintain strong working relationships while applying business, IT analysis, and communications skills to resolve difficult and complex internal/external customer issues that require collaboration across multiple/matrixed organizations.

• Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.

• IT support or equivalent background across one or more of the software systems development / sustaining disciplines

Basic Qualifications (Required Skills/Experience):

• 3+ years experience with Identity & Access Management solutions and their place in provisioning services to customers

• 3+ years of experience using all the following Microsoft Office Applications (Word, Excel, and PowerPoint)TFS

• 3+ Experience with Cloud Services technologies: Azure Cloud Services (IaaS, PaaS, SaaS), AWS, & Google Cloud

• 3+ Administrator experience and user of MS SharePoint, strong MS Office Suite experience, Confluence, Azure Dev Ops Team Foundation Server (ADO/TFS)

• 3+ MS Power Apps Experience

Preferred Qualifications (Desired Skills/Experience):

• Bachelor’s degree

• 3+ Experience using Salesforce, ServiceNow

• 3+ years of experience as a Project Management

• 3+ years of IT process analyst experience

• 3+ years of experience in a customer support function/role

• Working knowledge of the Scaled Agile Framework (SAFe) and Agile software development methodologies

• Familiar with industry’s best practices and methodologies: Software as a Service (SaaS), PMP principles/PMBOK standards project management, SDLC, ITLC, ITIL, SDLC, Agile/Waterfall (Scrum/Kanban/SAFe), SOX Compliance (controls and testing), & NIST

• Knowledge of federated identity standards such as SAML, OIDC and OAuth protocols is highly recommended but not required

• LEAN / Process improvement & systems thinking experience for implementation of projects

• Experience working in a global team environment

• Emotional Intelligence that drives positive leadership and relationship management habit

Conflict of Interest:

Successful candidates for this job must satisfy the Company's Conflict of Interest (COI) assessment process.

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 for Mid-level (Level 3): $102,850 – $139,150

Language Requirements:

Education:

Relocation:

Export Control Requirement:

Safety Sensitive:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift:

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