IT Req & Backlog Management Analyst (Puerto Rico)

Collins Aerospace; Santa Isabel (PR); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Flexible schedules

Parental leave

Educational assistance

Backup care

Job summary

RTX Corporation is seeking an ITSM Request and Backlog Management Analyst to join the Enterprise Services team in Santa Isabel, Puerto Rico. The role focuses on incident and request management, SLA monitoring, and data-driven process improvements across ITIL processes, with heavy emphasis on analytics and stakeholder collaboration.

You will triage and prioritize requests, maintain backlog health, and develop KPIs and dashboards to drive service quality and operational efficiency.

Qualifications

• Bachelor’s degree or higher with 8+ years IT experience.
• Experience with ITIL within Incident/Request/SLM domains.
• Proficiency in ServiceNow platform and analytics.
• Experience with ServiceNow Performance Analytics & Report Designer.
• Strong backlog refinement and burn-down practices.
• Analytical skills to drive data-driven improvements.
• Experience building KPIs and IT operations metrics.
• Experience using AI tools to accelerate ITSM analytics.

Responsibilities

• Triage, route, and prioritize service requests and incident tickets; maintain backlog health.
• Monitor queues and ensure SLA/OLA compliance.
• Support ITIL processes and enable analytics workflows with proper documentation.
• Analyze trends and produce metrics/dashboards for leadership reviews.
• Identify bottlenecks and implement improvements in IT workflows.
• Collaborate with end-users and Tier 1-3 teams to resolve issues timely.
• Work instructions are provided in English.

Skills

ITIL knowledge

Data analytics

Backlog management

KPI development

AI tools

Stakeholder communication

Education

Bachelor's degree or higher

Tools

ServiceNow

ServiceNow PA/Report Designer

Power BI

Job description

Date Posted: 2026-10-14

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

• ITSM 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 of 8 years prior experience in IT, or an Advanced Degree in a related field and minimum 5 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.
• Strong understanding of methodologies related to backlog refinement and burn down.
• 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 ITSM based process optimization, KPI measurement and reporting to support governance, 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 and other reporting tools
• Experience with industry best practice 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.

Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.

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.