Knowledge Management Analyst

Company:

The Boeing Company, Information Digital Technology & Security (IDT&S) is seeking an IT Knowledge Management Process Analyst (Level 4) to join our Infrastructure & Operations (I&O) organization. The Knowledge Management Process Analyst will own the end-to-end Knowledge Management process within the GSEP (ServiceNow) Platform and ensure overall quality of the entire GSEP 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 IT knowledge standards and processes and acts as liaison between the GSEP Program Team & the knowledge management user community. The ideal candidate will possess understanding of Agile methodology, IT Service Management and IT Product Management and have experience working within a large-scale content management framework.

Position Responsibilities

• Directs activities to define, deploy, evaluate, educate, and support IT knowledge process workflow analysis.
• Maintains IT knowledge process governance
• Identifies qualitative and quantitative Key Performance Indicator measures for continuous improvement.
• Hosts IT knowledge community of practice to maintain stakeholder engagement and communications
• Leads complex risk and opportunity evaluations to determine business value rationale
• Leads activities to define strategic and tactical implementation plans
• Model Seek, Speak, Listen to help establish a culture of accelerated performance
• Host regular user group meetings with IT knowledge stakeholder team to discuss current issues relative to GSEP Knowledge Management processes, governance, usability, KPI’s, standards and long/short-term projects
• Establish & maintain IT Process knowledge governance with regards to access control policy, usability and standardization
• Provide guidance & mentoring to individual KM stakeholders as needed
• Host regular group meetings with HR KM team to share best practices, communicate changes in ServiceNow KM environment, and negotiate process changes
• Team with Incident Management & Service Desk Operations to develop common processes across teams to ensure data quality & continuity exist in knowledge.
• Ensure KM policy & activity complies with and conforms to SD policy and practices
• Leverage ServiceNow technology to optimize KM onboarding for SD
• Collaborate with larger GSEP Process Analyst team & GSEP Program Team to ensure overarching team strategy is appropriate & KM process is understood & represented
• Partner with individual GSEP Process Analysts as needed on related knowledge management offerings
• Establish & adhere to GSEP Knowledge Management adoption strategy; Evangelize KM adoption to IT community
• Team with IT&DA Knowledge Management Process Owner to develop program strategy, road map, team objectives
• Content publisher: Daily publication of new and updated knowledge content in ITSM space
• Document & maintain all KM policy/procedural content; Maintain KM training materials
• Perform scheduled & unscheduled audit all of GSEP knowledge (Answer IT & IT Admin KB’s) for quality, continuity & adherence to standards; Develop improvement plans for individual collection owners
• Maintain & administer GSEP knowledge management Access Control Policy
• Maintain knowledge base architecture & parameters for scale
• Consultation with new Knowledge Management practitioners to ensure current environment is appropriate
• Develop and perform training /mentoring for knowledge professionals specific to enterprise KM repository

Key Competencies

Communication:

• Ability to understand and communicate strategic and functional concepts to all business stakeholders
• Strong written and verbal communication skill, formal and informal, face-to-face or virtual
• Facilitate presentations that convey strategy and action plans in a clear and concise manner
• Ability to translate stakeholder requirements into effective user stories.

Initiative and Problem Solving:

• Actively seeks solutions to problems before being asked or directed
• Able to exercise good judgment by making effective, well-informed decisions facilitated by data-driven analysis
• Skilled at balancing multiple competing priorities and deadlines; Ability to manage long-term projects and strategic initiatives
• Ability to visualize the impact of Knowledge Management as a part of a larger framework, and the importance of strong partner relationships to achieve common goals and maintain program stability

Teamwork:

• Establishes and maintains good working relationships; Seeks consensus from peers and stakeholders
• Able to motivate a user community by effectively defining program goals
• Adaptable and flexible: Maintains effectiveness when experiencing changes in work environments, work priorities and organizational needs

Process Management:

• Ability to understand, document and communicate internal and external processes
• Willingness and ability to organize people, processes and data into efficient order; takes initiative on process and data quality improvement
• Ability to see the opportunity to simplify complexity and bureaucracy

Basic Qualifications (Required Skills / Experience):

• Understanding of ServiceNow (GSEP) knowledge management
• Technical writing/editing skills with high attention to detail and standardization
• Experience supporting or implementing a large-scale IT knowledge base/content management system (including taxonomy and architecture)
• Project Management & LEAN experience

• Demonstrated ability to work in a dynamic, fast-paced environment

Preferred Qualifications (Desired Skills / Experience):

• Ability to build strong networks across organization boundaries
• Understanding of IT services, service readiness and the required deliverables / outcomes
• Working knowledge of basic IT Service Management and Service Desk operating procedures
• Experience with software implementation programs in a large-scale environment
• Analytical skills with ability to dissect important details while maintaining a perspective on the big picture
• Experience using SAFe Agile methodology

Employer will not sponsor applicants for employment visa status.

Relocation:

Relocation assistance is not a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.
 

At Boeing, we care deeply about the wellbeing of every employee. Some of the benefits open to you include:

• Market competitive salary and performance-based incentive program + management incentive.

• Have flexible working hours.

• Enjoy additional paid days off for Christmas break (December 24th-January 1st).

• Develop professional skills with our virtual learning tools and platforms.

• Benefit from Learning Together Program and MyBenefit program. 

• Benefit from Employee Recognition Program. 

• Get Medical Plan (Medicover/LuxMed) and life insurance (Warta S.A.) for you and your Family. 

• Participate in Employee Pension Scheme (PPE). 

• Enjoy and create with us friendly and inclusive atmosphere in workplace. 

• Cooperate and exchange knowledge with international team where we support and respect each other. 

• Cooperate and exchange knowledge with world class global engineering team.

Language Requirements:

Education:

Relocation:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift: