Regular and predictable attendance is required.

Responsibilities may include Service Request Workload management, troubleshooting to resolve access issues, technical support to customers, addressing questions and issues that require in-depth knowledge of computing systems access and functionality. Analysis and problem-solving skills in support of continual improvement. Collaborating with cross-functional teams to ensure timely and satisfactory solutions for customers. A successful candidate will be driven, forward-thinking, a proactive problem-solver, and have knowledge and experience working in highly regulated environments. They will adhere to generally accepted industry standards for project management and technology (e.g. PMI, Project Management Body of Knowledge - PMBOK, ANSI and ISO Standards) as well as experience interfacing with Agile software development teams.

Position Responsibilities:

1. Experience with implementation of projects for software systems, business operations, automation, and continuous improvement.
2. Execute workload management role for current and future ticketing system solutions.
3. Experience using or applying metrics to measure performance against operations to ensure high quality delivery.
4. Engage and collaborate with Product Managers, product teams, including development, in gaining resolutions to critical complex problems and incidents.
5. Provide input on severity/priority of defects.
6. Conduct trend analysis (Facts and Data), including metrics to support analyses.
7. Create and maintain job related documentation to assist customers and internal staff.
8. Escalation Readiness: May be required in some cases for 24x7 Availability to support escalated urgent issues.
9. Collaborates with Information Security and other Boeing teams to ensure that Identify and Access Management tools meet operational requirements.
10. Builds and maintains a strong working relationship with a matrix organization to resolve customer issues, inquiries, and requests.
11. Ability to apply business and IT analysis skills and communications skills to resolve a combination of difficult and complex internal/external customer issues that require collaboration across multiple groups.
12. Effective written and speaking skills to communicate with individuals with English as a primary language and those with English as a second language.
13. Systems thinking background.
14. Emotional Intelligence Awareness.

Basic Qualifications (Required Skills/Experience):

1. Bachelor's degree or 5 years professional experience equivalent.
2. 3-5+ years of experience in a related Business Compliance, Project / Program Management, and/or Business Operations role.
3. 2+ years of experience of in a workload management role with CRM or ticketing system Solutions.
4. Experience using or applying metrics to measure performance against operations to ensure high quality delivery.
5. 3+ years of experience using all the following Microsoft Office Applications (Word, Excel, and PowerPoint); specifically, with strong Excel abilities.
6. 1+ years tracking work with Azure Dev Ops Team Foundation Server (ADO/TFS).

Preferred Qualifications (Desired Skills/Experience):

1. Experience with Microsoft technologies: Azure Cloud Services (IaaS, PaaS, SaaS).
2. Experience using other technologies including Salesforce, Salesforce Analytics.
3. Experience with Identity & Access Management solutions and their place in provisioning services to customers.
4. 3+ years of experience in a customer support function/role.