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Service Management Support Specialist

Castleton, Gwent
2 Aug 2022

Job Description

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.

This role is to support the Service Management functions for a programme supported by Common Information Services (CIS).  The individual will be supporting the Software Asset and Configuration Management requirements of the programme and Secondary to that other Service Management Processes to assist with delivery of a key service offering.  The individual will integrate with all these processes and deliver within set OLAs.


  • Ensure all Service Management processes are effective and efficient and comply where possible with Boeing Best Practice.

  • Monitoring work to ensure that all areas of the Business are adhering to and within respective processes.

  • Routine Duties include:

  • Software Asset and Configuration Management

  • Build and maintain accurate system configuration for all supported services. 

  • Support physical and virtual hardware audit and verification activity, to maintain data accuracy for all CI's within the asset database.

  • Analyse and produce management information to support all change and transition activity and to support root cause and problem determination. 

  • Analyse and produce management information to support Impact Assessments relating to CI's (new deployments, movements , retirements and disposals)

  • Have awareness of contractual obligations for SACM and regularly review and maintain supporting documentation.  

  • Have an understanding across other ITIL based processes in supporting delivery.

  • The monitoring of incidents, ensuring that where possible KPIs/SLAs are not breached within the Service Management Toolset.

  • Engage with Major Incident Management to support the management of all Critical, Major (MI) and High Business Profile HBP incidents. 

  • Meaningful IM data is produced and reviewed for trends, actions and opportunities, through daily, weekly reports.

  • Assisting with development and sustainment of BDUK Service Request Management processes

  • Support the Problem Management Process, ensuring that all Problems are correctly recorded and managed through the Service Management Toolset.

  • Capable of assessing Change Request priorities (Impact Assessment) especially when project delays are encountered due to unforeseen issues.

The person:

  • Experience with Microsoft Office, including Word, Visio and Excel. 

  • Customer Focus: Develop and maintain strong relationships inside the organization,

  • Experience and understanding of stakeholder structure and the variation in each Service.

  • Good communications (written & verbal).  Using the most appropriate method to communicate information after analysing needs, listening effectively, demonstrating understanding and clarifying meanings

  • Good interpersonal skills.  Interacts primarily with internal personnel and external customers on routine matters

  • 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.

  • 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

Other information:

  • SC eligibility is required

  • Due to the nature of this role, the successful person will be working full time on site in Bristol

All information provided will be checked and may be verified.

Important information regarding this requisition: This position does not have sponsorship approval. This requisition is for a locally hired position in the UK. Candidates must have current legal authorisation to work immediately in the United Kingdom. Boeing will not attempt to obtain Immigration and labour sponsorship for any applicants. Benefits and pay are determined at the local level and are not part of Boeing U.S. based payroll.

PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCE

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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  • Job Reference: 675646236-2
  • Date Posted: 2 August 2022
  • Recruiter: Boeing
  • Location: Castleton, Gwent
  • Salary: On Application