ITSM Backlog & SLA Analytics Lead (Remote)

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

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.