Incident Management & Hyper Care Specialist; Senior or Lead

Role Overview

The Boeing Company is seeking an Incident Management & Hyper Care Specialist (Senior or Lead) to join the Program Support & Sustainment Delivery team. The role is responsible for establishing and leading the post-go-live hyper care support model for BDS Sapphire Digital Platform. The candidate will report to the Sr Manager of Operations Support and Sustainment for the Sapphire Delivery Team.

Lead hyper care and post deployment delivery strategy, design and develop a centralized Sapphire Support Center, lead post-go-live issue intake, triage, prioritization, escalation, and resolution tracking, and coordinate sustainment activities for ERP, MOM, and PDM deployments.

The candidate will partner day-to-day with delivery leaders, Integrated Product Teams (IPT), functional support teams, end users, and IT development teams to ensure effective post deployment execution and long-term sustainment of deployed capabilities.

• Bachelors Degree or higher
• 5 + years of experience in post-implementation support, help desk & hyper-care operations, system sustainment, and upgrade management
• 5+ years of experience deploying complex IT or software systems such as Enterprise Resources Planning (ERP), Manufacturing Operations Management (MOM), or Product Lifecycle Management (PLM)
• 5+ years of experience with managing a project or process improvement effort
• 5+ years of experience using analytical, collaboration, communication and organizational skills
• 5+ years of experience collaborating with cross-functional teams and technical experts
• 5+ years of using industry best practices for reporting and analytic dashboards

• competitive base pay
• variable compensation opportunities
• health insurance
• flexible spending accounts
• health savings accounts
• retirement savings plans
• life and disability insurance programs
• paid and unpaid time away from work