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Job Details
Posted date: Aug 25, 2025
Category: Information Technology
Location: Kent, WA
Estimated salary: $135,175
Range: $110,500 - $159,850
Description
At Boeing, we innovate and collaborate to make the world a better place. 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 looking for a highly experienced and detail-oriented Senior Process Analyst to join our Infrastructure & Operations (I&O) organization in Renton, WA; Kent, WA; Everett, WA; North Charleston, SC; Seal Beach, CA; Seattle, WA; Hazelwood, MO; or Berkeley, MO.
The Process Analyst will own the end-to-end knowledge management process within the ServiceNow Platform to ensure overall quality of the entire ServiceNow knowledge management module which includes knowledge for end-users, service desk agents, and service providers. The individual in this role will act as the steward of all Information Technology (IT) knowledge standards and processes. You will also act as a liaison between the ServiceNow Program Team & the knowledge management user community.
This role will be responsible for the coordination and engagement with Business Partners and Suppliers for new product and services deployments, knowledge base script development and maintenance, trend analysis, and demand management activities. This role is focused on the operational and strategic support of Boeing’s internal helpdesk; the scope of this role does not include taking helpdesk calls.
The ideal candidate will possess an understanding of Agile methodology, IT Service Management, IT Product Management, and will have experience working within a large-scale content management framework.
Position Responsibilities:
Creates and maintains clear, concise, and searchable knowledge articles
Facilitates Knowledge Management by identifying information needed for the Enterprise Help Desk (EHD) to perform its responsibilities which includes working with product or service Subject Matter Experts (SMEs) and EHD SMEs to gather new knowledge content, and to review existing knowledge to ensure the content in IT Service Management Tools
Measures of services end-to-end to identify trends and opportunities for strategic, operational or financial improvements
Facilitates integration with multiple service owners and service providers with the goal of providing standard and consistent service
Establishes working together sessions at the Operational and Strategic levels
Evaluates and implements service improvements to align services to business needs
Identifies opportunities to automate or deflect common issues via self-help
Engages with partners and suppliers to ensure the Demand Management program is in place
Utilizes working together sessions between Business Partners, EHD representatives, and others to facilitate Incident Management requirements which include researching and documenting ticket categorization, prioritization, escalation paths, to ensure proper resolution and data quality of EHD interactions or incidents
Conducts strategic working together sessions with Business Partners to understand and facilitate the strategic direction of the business partnerships to meet Service Management requirements, performances, or innovations to improve service management support
Assists in responding to Event Management requirements by responding to or extending the communication of service impacts which include providing trend analysis data used to improve availability, capacity, or problem management
Escalates support and end-user advocacy as needed
Maintains new and updated knowledge content in the Information Technology Service Management (ITSM) space
Understands and communicates strategic and functional concepts to all business stakeholders
Translates subject matter expert requirements into effective knowledge articles
Balances multiple competing priorities and deadlines with the ability to manage long-term projects and strategic initiatives
Establishes and maintains good working relationships and seeks consensus from peers and stakeholders
Adapts and maintains effectiveness when experiencing changes in work environments, work priorities, and organizational needs
Understands, documents, and communicates internal and external processes
Organizes process and data into efficient order while taking initiative on process and data quality improvement
Basic Qualifications (Required Skills/Experience):
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
Preferred Qualifications (Desired Skills/Experience):
Experience building strong networks across different organizations
Experience with IT services, service readiness, and the required deliverables/outcomes
Experience with IT Service Management and Service Desk operating procedures
Experience using ServiceNow
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: $110,500 - $159,850
Applications for this position will be accepted until Sept. 02, 2025
Export Control Requirements: This is not an Export Control position.
Relocation
Relocation assistance is not a negotiable benefit for this position.
Visa Sponsorship
Employer will not sponsor applicants for employment visa status.
Shift
This position is for 1st shift
Equal Opportunity Employer:
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
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