ITSM Backlog & Service Quality Analyst (Remote)

Collins Aerospace

Santa Isabel

Remote

COP 286,615,000 - 414,000,000

Full time

5 days ago

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Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Recognition programs

Job summary

RTX Corporation in Puerto Rico seeks an ITSM Request and Backlog Management Analyst to optimize incident and service requests, ensure SLA adherence, and drive continual service improvement. You will analyze backlog health and coordinate between end-users and Tier 1–3 teams.

The role requires ITIL experience, ServiceNow expertise, and strong analytical skills to deliver data-driven improvements. This is a remote position based in Puerto Rico with broad collaboration across time zones.

Qualifications

Bachelor's degree or equivalent with 8+ years IT experience (or advanced degree with 5+ years).
Experience with ITIL frameworks, especially in Request Fulfillment or Service Level Management.
Proficiency in ITSM platforms like ServiceNow.
Experience with ServiceNow Performance Analytics and Report Designer.
Strong backlog refinement and burn-down knowledge.
Analytical ability to drive data-driven improvements and reporting.
Experience defining KPIs and IT operations metrics.
Experience using AI tools to support rapid ITSM analytics.

Responsibilities

Triage, route, and prioritize service requests and incidents; maintain backlog health.
Monitor queues to ensure SLA/Ola compliance.
Support ITIL processes (Incident, Problem, Change) with analytics.
Analyze trends and produce metrics/dashboards for leadership.
Identify bottlenecks and implement process improvements.
Liaise between end-users and Tier 1-3 technical teams.
Follow English-only work instructions for daily activities.