IT Request & Backlog Management Specialist (Puerto Rico)

Collins Aerospace; Santa Isabel; Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

RTX Corporation seeks a remote ITSM Analyst to support backlog management, incident and service level analytics from its Puerto Rico operations. You will triage requests, monitor SLAs, and drive data-driven improvements across ITIL processes while coordinating with Tier 1-3 teams.

The role requires ITIL expertise, ServiceNow proficiency, and strong analytics using Performance Analytics and Power BI. Remote work is allowed, with the candidate residing in Puerto Rico.

Formación

• Bachelor's degree or equivalent experience with 5+ years in IT, or an Advanced Degree with 3+ years experience.
• Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.
• Proficiency in ITSM platforms like ServiceNow.
• Experience with ServiceNow Performance Analytics and Report Designer.
• Analytical skills to drive data-driven process improvements and reporting.
• Proficiency in developing and applying KPIs, SLAs, and IT operations metrics.
• Experience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data.

Responsabilidades

• Triage, route, and prioritize service requests and incident tickets; maintain backlog health.
• Monitor ticket queues to ensure SLA and OLA compliance.
• Facilitate ITIL processes (Incident, Problem, Change) with analytics and workflows guidance.
• Analyze trends and produce metrics/dashboards to report to leadership on ticket volume and service quality.
• Identify bottlenecks in IT workflows and implement improvements.
• Act as liaison between end-users and technical teams to ensure timely resolution of issues.

Conocimientos

ITIL frameworks

ServiceNow

Performance Analytics

Report Designer

KPIs & SLAs

AI tools (Now Assist, Copilot)

Educación

Bachelor's degree or equivalent

Advanced degree in related field

Herramientas

Power BI

ServiceNow ITSM tools

Remedy

Descripción del empleo

Date Posted: 2026-08-17

Country: United States of America

Location: US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1

Position Role Type: Remote

U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance: None/Not Required

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico.

An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics related to IT service management processes - specifically Incident, Request, and Service Level Management - to ensure operational efficiency, SLA compliance, and process adherence. They analyze the backlog of IT tasks and lead continual service improvement to enhance service quality.

What You Will Do

• Request & Backlog Management: Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.
• SLA Compliance & Monitoring: Monitor ticket queues to ensure compliance with SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
• ITSM Process Support: Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.
• Performance Reporting: Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.
• Continuous Improvement: Identify bottlenecks in IT workflows and implement improvements to increase operational.
• Stakeholder Collaboration: Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications You Must Have

• A Bachelor's Degree or equivalent experience and minimum 5 years prior experience in IT, or an Advanced Degree in a related field and minimum 3 years experience.
• Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.
• Proficiency in ITSM platforms like ServiceNow.
• Experience with ServiceNow Performance Analytics and Report Designer.
• Analytical skills to drive data-driven process improvements and reporting.
• Proficiency in developing and applying KPIs, Service Level Agreements (SLAs), and IT operations metrics.
• Experience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data.

Qualifications We Prefer

• Experience in process optimization, automation, or documentation management.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices or related certifications.
• Experience with ITIL Service Catalog Management.
• Experience with Power BI.
• Experience with IT Service Management tools (e.g., ServiceNow, Remedy).
• Ability to convey technical information to non-technical stakeholders clearly.
• Experience working remotely with geographically distributed teams across multiple time zones.

What We Offer

Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

This position is remote.

However, the successful candidate must be currently living in Puerto Rico.

Please consider the following role type definition as you apply for this role:

Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

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