ITSM Analytics & Backlog Lead - Remote

RTX; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement plans

Flexible work schedules

Educational assistance

Parental leave

Job summary

RTX Corporation seeks an ITSM Analyst to optimize incident, request, and SLA processes. You will triage tickets, monitor SLAs, and drive data-driven improvements using ServiceNow and analytics tools in a remote role supporting US-based teams.

Must have a Bachelor’s or advanced degree with extensive ITSM experience, ITIL knowledge, and proficiency in ServiceNow; Power BI is a plus. Strong analytical and stakeholder collaboration skills are required.

Qualifications

• Bachelor’s Degree or equivalent experience with 8+ years IT experience, or Advanced Degree with 5+ years’ experience.
• Familiarity with ITIL frameworks, especially in Request Fulfillment or Service Level Management.
• Proficiency with ITSM platforms like ServiceNow and analytics tools.

Responsibilities

• Triage, route, and prioritize service requests and incident tickets; manage backlog health.
• Monitor queues to ensure SLA and OLA compliance.
• Facilitate ITIL processes (Incident, Problem, Change) and ensure documentation standards.

Skills

Analytical skills

KPIs & metrics

Stakeholder collaboration

ITIL knowledge

Backlog management

Education

Bachelor’s Degree or equivalent experience

Advanced degree in related field

Tools

ServiceNow

ServiceNow Performance Analytics

Report Designer

Power BI

Job description

RTX Corporation seeks an ITSM Analyst to optimize incident, request, and SLA processes. You will triage tickets, monitor SLAs, and drive data-driven improvements using ServiceNow and analytics tools in a remote role supporting US-based teams.

Must have a Bachelor’s or advanced degree with extensive ITSM experience, ITIL knowledge, and proficiency in ServiceNow; Power BI is a plus. Strong analytical and stakeholder collaboration skills are required.