Associate IT Process Analyst

About the position

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 Boeing Company is seeking an Associate IT Process Analyst to join the Boeing Future of Flight (BFoF) in Mukilteo, WA. Boeing Stores Inc. is a fully integrated global subsidiary of The Boeing Company. It is responsible for extending and protecting Boeing's brand through face-to-face and digital brand experiences. Branded merchandise management includes product development and marketing through internal and external global channels, physical retail, mobile, digital, wholesale, internal merchandise support and consumer product licensing. Experiences include multi-site tours (Everett, Renton and Charleston, SC), and BFoF. This public attraction offers a variety of immersive and interactive experiences, including the well-known Boeing Factory Tour. Boeing Stores Inc. operates as a business operation with Profit and Loss (P&L) responsibility. Our team is seeking an Information Technology (IT) Process Analyst to lead technical issue resolution for The Boeing Stores; with a focus on our brand home attraction open to the public known as BFoF and their ticketing platform (currently Ticketure). The person in this role will sit on the Boeing Stores' IT team and report to the Manager of Supply Chain Operations and IT. The successful candidate self-identifies as an entrepreneurial "builder" who thrives on developing structure and lean processes in an ambiguous environment. They are highly analytical and proficient at managing multiple milestones and shifting requirements in a fluid, fast-moving environment, while proactively keeping stakeholders updated on progress. Additionally, they have a history of proven success supporting users with hardware and software issues. Lastly, they are customer-obsessed and understand that their work product will impact the experience of our customers and employees. This position requires schedule flexibility; evening and weekend work will be required. Some travel may be required.

Responsibilities

• Provides advanced troubleshooting and support for hardware, software, and network issues, ensuring timely resolution of incidents.
• Manages user accounts, permissions, and access controls in accordance with organizational policies and best practices.
• Leads and implements new solutions for AV and exhibits in partnership with external vendors and internal stakeholders.
• Leads and supports training, exhibits, and platforms for new and existing team members.
• Leads technical resolution for all large-scale events in the facility and supports pop-up events as needed.
• Configures, tests, and deploys hardware and software, and manages network firewall policies.
• Manages and maintains accurate computing asset records including hardware, software, and shared assets.
• Exercises critical thinking and innovative problem solving in an ambiguous environment.
• Maintains accurate documentation of support requests, resolutions, and IT processes to ensure knowledge sharing and compliance.
• Prepares and presents a weekly report summarizing support activities, incident resolutions, ongoing projects, and any identified trends or areas for improvement to management and relevant stakeholders.

Requirements

• Technical bachelor's degree or an equivalent combination of education and experience.
• Experience troubleshooting hardware and software systems.
• Strong analytic, problem solving, and troubleshooting skills.
• Experience with configuring and troubleshooting CISCO-backed networks.
• Experience working with external vendors.
• Excellent communication and presentation skills.

Nice-to-haves

• Retail and Tourism experience.
• Proficient understanding of (HTML, CSS, JSON, JQuery JS, Liquid, REST api).
• Experience with SQL, Scripts, Ajax, Ruby, Java, C#, Web Services is a plus.
• Basic knowledge of QSC and Crestron AV systems is a plus.
• Experience supporting and troubleshooting video teleconferencing (VTC) system for large scale events.
• Strong knowledge of Virtual Meeting Platforms (WebEx Meeting, Zoom Meeting, Microsoft Teams, Google Meet, GoToMeeting, and Skype).
• Experience supporting live streaming and broadcasting events.
• Knowledge of and experience with Remote Desktop Protocol (RDP), Virtual Private Network (VPN), Local Area Network (LAN), Wide Area Network (WAN), Virtual Local Area Network (VLAN).
• Experience working in network server environment and understand network cabling.

Benefits

• Health insurance
• Flexible spending accounts
• Health savings accounts
• Retirement savings plans
• Life and disability insurance programs
• Paid and unpaid time away from work