Remote ITIL & Backlog Analytics Lead

Collins Aerospace

Santa Isabel (PR)

On-site

USD 90,000 - 140,000

Full time

14 days+

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Job summary

Collins Aerospace is seeking an IT service management professional to lead incident and change processes, analytics, and reporting for our IT organization. The role emphasizes backlog health, SLA/OLA compliance, and cross-functional collaboration with Tier 1–3 support teams.

You will leverage ITIL practices, ServiceNow, and Power BI to deliver data-driven insights, dashboards, and KPIs, while exploring automation opportunities to improve operational efficiency across distributed teams.

Qualifications

Bachelor's degree or equivalent with 8+ years IT experience, or advanced degree with 5+ years.
Experience with ITIL frameworks, especially Request Fulfillment or Service Level Management.
Experience with ITSM platforms like ServiceNow.
Experience with ServiceNow Performance Analytics and Report Designer.
Strong understanding of backlog refinement and burn down.
Analytical skills to drive data-driven improvements and reporting.
Proficiency in developing KPIs, SLAs, and IT operations metrics.
Experience using AI tools for rapid ITSM analytics.

Responsibilities

Triages, routes, prioritizes service requests and incident tickets; maintains backlog health and addresses aging items.
Monitors ticket queues to ensure SLA/OLA compliance.
Supports ITIL processes by facilitating analytics, workflows, and documentation standards.
Analyzes trends and produces metrics/dashboards for leadership on ticket volume and performance.
Identifies bottlenecks in IT workflows and implements efficiency improvements.
Acts as liaison between end-users and Tier 1-3 technical teams to ensure timely resolution of issues.