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:

o    BGS Commercial Spares

o    Boeing OneLogin (Access Management)

o    Product 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):

o    Morning: 06:00 – 15:00

o    Afternoon: 14:00 – 23:00

o    Night: 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:

o    Customer support / enablement / operations

o    Ticketing systems and workflow processes

o    Master 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