Senior Support Analyst - Engineering Tools - Remote Option

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Posted 7 days ago United States Salary undisclosed
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Job Description

Collins Aerospace Avionics Concepts, Practices, and Tools (CPT) organization is seeking a Senior Support Analyst with a passion for problem solving and satisfying customers through the delivery of improvements to the global engineering ecosystem. This position will be focused on supporting the new Jira Service Management (JSM) application and the joint venture (JV) Application Lifecycle Management (ALM) tool suite. This position is performed with minimal supervision and requires a strong customer focus, highly effective communication skills, and the ability to prioritize and advance multiple objectives.

CPT is at the forefront of providing state-of-the-art solutions that dramatically increase Collins Aerospace Avionics Engineering productivity and effectiveness. Our recognized success has been based on the friendly, informal, and highly cooperative team environment we've put in place, as well as the across-the-board depth of talent. Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Collins Aerospace as the place to build a rewarding career while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It’s an exciting time to become a part of our team. Join us and discover how high your career can soar at Collins Aerospace.

This position may be done remotely from any location in the US.

Primary Responsibilities:

  • Utilize the JSM support request system to receive, diagnose, and resolve issues for tool users and support agents
  • Manage the support request backlog and coordinate priorities with other team members to ensure timely resolution of issues
  • Engage and team with other roles within the department to fully resolve complex issues
  • Work with tool administrators to perform releases of new tool versions
  • Assist with workflow configurations and software testing
  • Author and edit wiki articles to increase the value and accuracy of the tools knowledgebase
  • Gather and process metrics and perform other related duties as required
  • Deliver tool-related training and demonstrations to increase awareness and understanding within the user community
  • Serve as a primary point of contact for all JV ALM applications providing technical/customer assistance, including generation of new certificates/user accounts
  • Act as a liaison between the JV ALM user base and Infrastructure team for system related issues

Basic Qualifications

  • Bachelor’s degree and 2 years of prior relevant experience OR In the absence of a degree, 6 years of relevant experience is required
  • 3+ years of relevant work experience providing customer support
  • Must be a U.S. Citizen

Preferred Qualifications

  • Experience with Atlassian tool suite (includes Jira, Confluence, Fisheye, and Crucible)
  • Experience with workflow configurations
  • Strong analytical, problem-solving, and proactive critical thinking skills
  • Strong written and verbal communication skills
  • Ability to meet deadlines and adjust to changing priorities
  • Ability to work collaboratively with team members and be a strong team player

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

Our Avionics team advances aviation electronics and information management solutions for commercial and military customers across the world. That means we’re helping passengers reach their destination safely. We’re connecting aircraft operators, airports, rail and critical infrastructure with intelligent data service solutions that keep passengers, flight crews and militaries connected and informed. And we’re providing industry-leading fire protection and safety systems that our customers can count on when it matters most. Are you ready to learn from the most knowledgeable experts in the industry, develop the technologies of tomorrow and reach new heights in your career? Join our Avionics team today.

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.


Some of our competitive benefits package includes:

  • Medical, dental, and vision insurance
  • Three weeks of vacation for newly hired employees
  • Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option
  • Employee Scholar Program, tuition reimbursement program
  • Life insurance and disability coverage
  • Optional coverages you can buy: Pet Insurance, Home and Auto, additional life insurance, accident insurance, critical illness insurance, group legal
  • Ovia Health, fertility and family planning
  • Employee Assistance Plan, including up to 5 free counseling sessions
  • Incentives for a Healthy You
  • Bright Horizons, back-up child / elder care and college coach resources
  • Autism Benefit
  • Doctor on Demand, virtual doctor visits
  • Adoption Assistance
  • Teladoc Medical Experts, second opinion program
  • And more!

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all U.S. positions require a background check, which may include a drug screen.


  • Background check and drug screen required (every external new hire in the U.S.)
  • Drug Screen only performed on re-hires who have been gone for more than 1 year

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

Apply now and be part of the team that’s redefining aerospace, every day.