Customer Enablement Analyst

Key Responsibilities

· Handle customer requests via ticketing systems, email, and designated intake channels

·Validate request data, documentation, and approvals before processing

·Execute standard transactions (account setup, updates, access provisioning)

·Provide status updates, customer communication, and closure confirmations

·Maintain accurate ticket documentation and audit trails

·Investigate and resolve complex tickets requiring deeper system knowledge

·Perform root cause analysis (RCA) for recurring issues

·Manage cross-functional coordination for issue resolution

·Implement fixes, workarounds, and continuous improvement actions

Common Responsibilities

·Support Customer Enablement processes across:

oBGS Commercial Spares

oBoeing OneLogin (Access Management)

oProduct 360 (Operational workflows)

·Manage ticket lifecycle from intake to closure in SLA-driven environment

·Maintain SOPs, knowledge base, and process documentation

·Work with global stakeholders and cross-functional teams

·Participate in quality reviews, audits, and performance reporting

Work Environment

·24/7 shift-based operations (rotational):

oMorning: 06:00 – 15:00

oAfternoon: 14:00 – 23:00

oNight: 22:00 – 07:00

·Weekend and holiday coverage required

Performance Expectations

·Response SLA: ≤ 2 hours

·Resolution SLA: ≤ 48 hours

·Quality score: ≥ 90%

·Customer satisfaction: ≥ 95%

Qualifications

·Bachelor’s degree in Engineering (Mechanical / Aeronautical preferred)

·Minimum 4+ years of experience in:

oCustomer support / enablement / operations

oTicketing systems and workflow processes

oMaster data / account management

Skills Required

·Strong analytical and problem-solving ability

·Excellent verbal and written communication skills

·High attention to detail and data accuracy

·Ability to work in a global, shift-based environment

·Ownership mindset with end-to-end accountability

Tools & Systems

·Salesforce / Ticketing platforms

·SAP-SD / MDG / enterprise systems

·Boeing OneLogin

·Product 360

·Email and workflow management systems