Customer Enablement Analyst

Job description

**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