ITSM Backlog & SLA Analytics Analyst

Relha LLC; Santa Isabel (PR); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Parental leave

Flexible work schedules

Educational assistance

Backup care

Wellness program

Job summary

RTX Corporation in Santa Isabel, Puerto Rico is seeking an ITSM Analyst to manage backlog, monitor SLAs, and support ITIL processes. You will analyze trends, build dashboards, and drive continual service improvement with cross-functional teams.

The role requires strong analytical skills, ServiceNow and Power BI experience, and the ability to work with distributed teams. Flexible, remote collaboration is available for a complex IT landscape.

Qualifications

• Bachelor's degree or equivalent experience plus 5 years IT experience, or an advanced degree with 3 years.
• Experience with ITIL frameworks, especially Request Fulfillment or Service Level Management.
• Proficiency with ITSM platforms like ServiceNow.
• Experience with ServiceNow Performance Analytics and Report Designer.
• Ability to drive data-driven process improvements and reporting.
• Experience developing and applying KPIs, SLAs, and IT operations metrics.
• Experience using AI tools to support rapid analytics of ITSM data.

Responsibilities

• Triage, route, and prioritize service requests and incident tickets; maintain backlog health.
• Monitor queues to ensure SLA compliance and OLAs.
• Support ITIL processes by enabling analytics, workflows, and documentation.
• Analyze trends and produce metrics/dashboards for leadership review.
• Identify bottlenecks in IT workflows and implement improvements.
• Liaise between end users and Tier 1-3 technical teams for timely resolution.

Skills

Analytical skills

Data-driven decision making

KPI development

IT operations metrics

Education

Bachelor's degree or equivalent experience

Advanced degree in a related field

Tools

ServiceNow

Power BI

Remedy

AI tools (Now Assist, Copilot)

Job description

RTX Corporation in Santa Isabel, Puerto Rico is seeking an ITSM Analyst to manage backlog, monitor SLAs, and support ITIL processes. You will analyze trends, build dashboards, and drive continual service improvement with cross-functional teams.

The role requires strong analytical skills, ServiceNow and Power BI experience, and the ability to work with distributed teams. Flexible, remote collaboration is available for a complex IT landscape.