Englewood, Colorado; Seattle, Washington; Tukwila, Washington
Job ID JR2025467837 Category Information Technology Role Type Hybrid Post Date Aug. 18, 2025

JOB DESCRIPTION

At Boeing, we innovate and collaborate to make the world a better place. 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.
As an Incident Management Specialist Experienced, Senior or Lead , you will act as the main point of contact for all Priority 1 and Priority 2 incidents, executing the process to restore normal service operation as quickly as necessary to minimize the impact to business operations, ensuring the successful execution of the Incident management process including investigation and resolution of all production and customer impactful incidents, managing incident workflow and all customer communication from incident escalation through resolution, including postmortem review. This role can be located in Englewood CO, Seattle WA, or Tukwila WA.
You will also share responsibility as being a Change and Release Management Specialist able to manage, track, and approve ITS environment changes and software release to production system environments. It is important that you have experience in understanding and performing our Change Management policies and Release Management procedures. You have experience in being able to identify deficiencies in the system and process and have influence in fixing and analyzing. As a Change and Release Management Specialist you may need to create reports and metrics to ensure that approved changes and releases are completed within the system so that during audits all information is correct.

BASIC QUALIFICATIONS (REQUIRED SKILLS/EXPERIENCE):

2 years experience with troubleshooting processes for software application

• sAbility to write technical documentation, including root cause documents which summarize incidents and provide corrective actions necessary to ensure there is not recurrenc
• eFacilitate multiple high priority issues at any given time without sacrificing SLA commitment
• sCoordinate and Lead technical conference bridges to foster quick incident resolutio
• nExcellent written and verbal skills to communicate pertinent details regarding major incidents to executives, product, and technical team
• sAbility to work multiple shifts; cover on call scenarios including weekends and after hour
• s

PREFERRED QUALIFICATIONS (DESIRED SKILLS/EXPERIENCE):

3 years experience with troubleshooting processes for software application

• s5 years experience with troubleshooting processes for software application
• sTechnical degree in a related field of study and typically 5 or more years’ related work experience or an equivalent combination of education and experienc
• eFamiliar with ITIL Service Management best practice
• sWorking knowledge of monitoring platforms and application
• s

Coordinates the resolution of major issues with internal and external teams to drive incidents to resolutio

• nCommunicates incident status, resolution and business impact to internal and external stakeholder
• sExecute the change management process using ITIL best practices and industry standards for chang
• eManage the daily Change Management and Release Management functions including maintaining and documenting change management procedures, technical and business impact assessmen
• tLead Change Review meetings with local team members, stakeholders and managemen
• tFacilitates the completion of the postmortem statement for all high severity, critically impactful incident
• sAbility to foster internal relationships in order to organize incident resolution efforts as quickly and smoothly as possible
• .Gather data and generate reports within ITSM tool to provide trending of major incident
• sResponsible for participating in implementing continual improvements for escalation Best Practices and Incident Management workflow
• sCommunicate with a variety of technical teams, project managers, and executive leadershi
• pAssists optimizing Service management processes, defining and implementing metrics utilizing information Technology Infrastructure Library (ITIL) V3 framework/best practices
• .Integrates improved Service Management processing in a monitoring and reporting framework
• .Develops process, policy and workflow design and implementation utilizing ITIL V3 framework
• .Assists in setting up Configuration Management Data Base (CMDB) and Service Catalog and executing associated Change Management process
• .Performs other related duties, including special projects, as requested or required
• .