IT Service Management Analyst - Backlog & SLA (Remote)

Prattwhitney

Santa Isabel (PR)

Remote

USD 90,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Parental leave

Flexible work schedules

Achievement awards

Educational assistance

Child/adult backup care

Job summary

RTX Corporation in Puerto Rico is seeking an ITSM Request and Backlog Management Analyst to join our Santa Isabel team. You will manage incident and service requests, analyze backlog health, and drive continuous service improvement.

Collaborate with Tier 1–3 support, monitor SLAs, and develop KPI dashboards using ServiceNow, Power BI, and analytics tools. Remote-friendly role with occasional site travel.

Qualifications

Bachelor's degree or equivalent experience with 8+ years IT experience.
Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.
Proficiency with ServiceNow and analytics tools for KPI reporting.

Responsibilities

Triage, route, and prioritize service requests and incident tickets; maintain backlog health and aging items.
Monitor queues to ensure SLAs and OLAs are met.
Support ITIL processes (Incident, Problem, Change) with analytics and workflows.

Skills

ITIL

Backlog refinement

Data analytics

KPIs & SLAs

Stakeholder communication

Education

Bachelor's Degree or equivalent experience

Advanced Degree in related field

Tools

ServiceNow

Power BI

Performance Analytics

Report Designer

Now Assist / Copilot

Job description

Collaborate with Tier 1–3 support, monitor SLAs, and develop KPI dashboards using ServiceNow, Power BI, and analytics tools. Remote-friendly role with occasional site travel.

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