Process Analyst - Operations Support

Boeing

GBR - Milton Keynes, UK; GBR - Bristol, UK

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Company:

Boeing Defence United Kingdom Limited

At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We’re committed to fostering an environment for every teammate that’s welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.

The Operations Analyst will be primarily responsible for the day-to-day execution and management of the Incident Management processes. Working with key internal and external stakeholders, they will ensure that all incidents are managed and resolved to meet stringent Service Level Targets and Key Performance Indicators and that activities are executed by a diverse range of suppliers and colleagues to ensure adherence. The geographical separation of our team means there is a need to travel between our two locations, to attend meetings with the Service Operations team and other members of the BDUK and customer organizations.

The Operations Analyst will be expected to ensure that process is followed regardless of the priority of the investigation at hand and will play an active role alongside the Service Operations Team Lead to manage Major incidents, and provide SME experience to further improve our established processes. The role will also provide cover for Service Operations Team Lead during periods of absence or heavy workload.

The Operations Analyst will actively participate in a 0700 to 1900 hours rota so that Service Operations Management is available throughout business hours; additionally there will be a need from time to time to be available for out of hours support for Critical and Major Incidents.

Position Responsibilities:

Own and ensure management of the Incident lifecycle and full resolution of all Critical, Major (MI) and High Business Profile (HBP) incidents and ensuring communications are sent out in line with current processes
End-to-end responsibility for the management, communication, escalation, investigation and resolution of Major incidents, ensuring business and customer updates are timely and of sufficient quality
All MI or HBPs are fully investigated and a full Major Incident Review and resultant report is agreed and produced according to agreed timescales.
Provide SQEP/SME support to the Incident team to ensure the accurate prioritizing of incidents according to their impact and urgency and influence on the business.
Ensuring that all incidents are recorded correctly in the IT Service Management Toolset and where process is not followed recovery/ improvement actions are instigated to drive lessons learned and prevent further reoccurrence.
Be actively aware of the incident stack and monitoring for any incidents that are stalled or close to breaching SLA and engaging with stakeholders to ensure that KPIs/SLAs do not breach, utilising escalation processes where inactivity is identified.
Work with Service Level Management to understand any potential breaches that pose a threat to contractual obligations and be accountable for speedy action and resolution.
Ensuring that all incidents are fully investigated and that the Resolver Groups are providing full details of incident resolution in IT Service Management Toolset.
Ensure the production of weekly, monthly and contractual reports and handovers in support of Incident Management activities.
Host and represent at relevant meetings, including presenting at the Service Operations Daily Update or Service Review
Represent Incident Management in forums such as Customer Service Reviews and queue reviews.
Own periodic reviews of process documentation and represent the process during Audit activities, both Internal and External.
Expected to drive and input in to the Continual Improvement of processes, ITSM toolset development, and team strategy.

Employer will not sponsor applicants for employment visa status.

Required Skills/Experience:

Ability to gain SC clearance
Confidence and presence to chair meetings as required and manage difficult situations to a satisfactory conclusion as they arise.
Customer Focus: Develop and maintain strong relationships inside the organisation, actively seeking information to understand the Business goals and be contractually aware of the statement of requirements. Experience and understanding of stakeholder structure and the variation in each Service in relation to current programmes of work
Ability to communicate and form working relationships with key stakeholders, 3rd party suppliers (where appropriate) and Support Teams

Preferred Qualifications (Desired Skills/Experience):

Work with and support other key ITIL process owners and support teams delivering an integrated service
Good communications (written & verbal). Using the most appropriate method to communicate information after analysing needs, listening effectively, demonstrating understanding and clarifying meanings
Ability to remain calm under pressure or through demanding challenges
Good analytical skills. An understanding of priorities and situations by collecting and analysing information, summarising findings to manage development progress in a positive and collaborative manner
Is able to make use of and applies job practices, techniques, standards, principles, theories, and concepts
Is able to work under general supervision, with no instructions needed for routine work
Receives general instructions for special assignments. Work is reviewed for sound technical judgment and overall adequacy
Contributes to the completion of specific project milestones
Interacts with internal personnel & external customers on routine matters
ITIL qualified, and able to demonstrate knowledge of ITIL Service Management practices

Relocation:

This position does not offer relocation. Candidates must live in the immediate area or relocate at their own expense.

Shift:

The Boeing benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being. Here’s a snapshot of what we offer:

Competitive salary and annual incentive plans
Continuous learning - you’ll develop the mindset and skills to navigate whatever comes next
Success as defined by you - we’ll provide the tools and flexibility, so you can make a meaningful impact, your way
Diverse and inclusive culture - you’ll be embraced for who you are and empowered to use your voice to help others find theirs
23 days plus UK public holidays and a Winter Break between Christmas and New Year
Pension Plan with up to 10% employer contribution
Company paid BUPA Medical Plan
Short Term Sickness: 100% pay for the first 26 weeks
Long Term Sickness: 66.67% of annual salary from 27th week 6x annual salary life insurance Learning Together Programme to support your on-going personal and career development
Access to Boeing’s Well Being Programs, tool and incentives
6 weeks paternity leave

Language Requirements:

Not Applicable

Education:

Not Applicable

Relocation:

Relocation assistance is not a negotiable benefit for this position.

Security Clearance:

This position requires the ability to obtain United Kingdom Security Check.

Visa Sponsorship:

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award