ITSM Backlog & Request Analyst (Remote)

RTX

Oregon

Hybrid

USD 90,000 - 120,000

Full time

6 days ago

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Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Child/adult backup care

Job summary

RTX Corporation is seeking an ITSM Request & Backlog Management Analyst to support Incident, Request, and Service Level Management. You will analyze IT tasks backlog, monitor SLA compliance, and drive continual service improvement to enhance service quality.

The role requires ITIL expertise, ServiceNow, and data-driven analytics. You will collaborate with Tier 1–3 teams, generate dashboards, and report trends to leadership. This position is remote and based in Puerto Rico.

Qualifications

Bachelor's degree or higher in a related field or equivalent experience.
Strong ITIL knowledge with operational experience in Incident/Request/Change management.
Experience with ServiceNow and analytics tooling.

Responsibilities

Triage, route and prioritize IT service requests and incidents to maintain backlog health.
SLA/OLA monitoring and reporting to ensure compliance and timely resolution.
Facilitate ITIL processes and support analytics for trends and workflows.
Produce regular metrics and dashboards for leadership on ticket volume and service quality.
Collaborate with end-users and Tier 1-3 teams to drive timely issue resolution.