Process Analyst - Operations Support

Position Responsibilities

• Own and ensure management of the Incident lifecycle and full resolution of all Critical, Major (MI) and High Business Profile (HBP) incidents, 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 prioritising of incidents according to their impact and urgency and influence on the business.
• Ensuring 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 monitor for any incidents that are stalled or close to breaching SLA, 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.
• Ensure all incidents are fully investigated and that the Resolver Groups are providing full details of incident resolution in the 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 into the Continual Improvement of processes, ITSM toolset development, and team strategy.

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.

Benefits

• 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 ongoing personal and career development.
• Access to Boeing’s Well Being Programs, tools and incentives.
• 6 weeks paternity leave.

Relocation

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

Shift

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.

Export Control Requirements

This is not an Export Control position.

Visa Sponsorship

Employer will not sponsor applicants for employment visa status.

Applications Deadline

Applications for this position will be accepted until Jul. 31, 2026.

Equal Opportunity Employer

We are an equal opportunity employer. We do not accept unlawful discrimination in our recruitment or employment practices on any grounds including but not limited to; race, color, ethnicity, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military and veteran status, or other characteristics covered by applicable law. We have teams in more than 65 countries, and each person plays a role in helping us become one of the world’s most innovative, diverse and inclusive companies. We are a Disability Confident Committed employer and welcome applications from candidates with disabilities. Applicants are encouraged to share with our recruitment team any accommodations required during the recruitment process. Accommodations may include but are not limited to: conducting interviews in accessible locations that accommodate mobility needs, encouraging candidates to bring and use any existing assistive technology such as screen readers and offering flexible interview formats such as virtual or phone interviews.