IT Req & Backlog Management Analyst (Puerto Rico)

RTX (Raytheon); Santa Isabel (PR); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

Flexible work schedules

Educational assistance

Parental leave

Job summary

RTX Corporation is seeking an ITSM Request and Backlog Management Analyst to optimize incident and service requests, drive SLA adherence, and empower data‑driven decisions. The role focuses on demand triage, backlog health, and continuous process improvements across ITIL processes.

You will partner with Tier 1–3 teams, develop metrics dashboards, and implement analytics to elevate service quality. This remote role requires strong ITIL knowledge and experience with ServiceNow and Power BI.

Qualifications

• Bachelor's degree in IT, or equivalent experience.
• 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 understanding.
• Analytical skills to drive data‑driven process improvements.
• Proficiency in KPIs, SLAs, and IT operations metrics.
• Experience with AI tools (Now Assist, Copilot) for ITSM analytics.

Responsibilities

• Triage, route, and prioritize service requests and incidents; maintain backlog health.
• Monitor queues to ensure SLA and OLA compliance.
• Support ITIL processes (Incident, Problem, Change) with analytics and workflows.
• Analyze trends and produce metrics/dashboards for leadership.
• Identify bottlenecks in IT workflows and implement improvements.
• Act as liaison between end-users and Tier 1–3 teams for timely resolution.

Skills

ITIL frameworks

ServiceNow

Data analytics

Backlog management

KPIs & SLAs

AI tooling

Stakeholder collaboration

Analytical thinking

Education

Bachelor's degree in IT or related field

Advanced degree in related field

Tools

ServiceNow

Power BI

Remedy

Job description

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.

This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

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.

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.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to

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