Service Request Catalog Lead (Hybird)

RTX; Windsor Locks (CT); Hybrid; USD 108,000 - 205,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Generous vacation policy

401(k) with company match

Tuition reimbursement

Job summary

RTX, a leader in aerospace and defense, is seeking an ITSM professional to own the Service Catalog and drive catalog design, governance, and continual improvement for Collins DT. You will collaborate with ServiceNow teams, process owners, and stakeholders to deliver value and ensure high-quality user experiences.

The role requires ITIL knowledge, ServiceNow proficiency, and strong communication skills to manage cross-functional initiatives in a hybrid environment.

Qualifications

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience.
• ITIL v3 or ITIL 4 Foundation certification.
• Hands-on experience with Request Management and/or Service Catalog processes.
• Experience developing ITSM reporting (CSFs, KPIs, dashboards).
• Strong knowledge of ServiceNow catalog items, workflows, and request fulfillment.

Responsibilities

• Serve as the accountable owner of the ITSM Service Request Catalog, ensuring catalog items meet business needs, ITSM standards, and user experience expectations.
• Identify and prioritize opportunities for new or improved catalog items, leveraging stakeholder feedback, business demand, and performance data.
• Lead requirement gathering and validation with service owners and cross-functional partners, ensuring clarity, accuracy, and alignment to user experience, compliance, and ITIL guidelines.
• Oversee catalog item design, workflow architecture, and technical development in collaboration with RTX ServiceNow development teams and fulfillment groups.
• Establish and govern a standardized, scalable catalog maintenance process, ensuring items remain accurate, relevant, and supported throughout their lifecycle.
• Monitor and report on catalog performance (SLAs, cycle times, aging, satisfaction), driving remediation plans and continuous improvement initiatives.
• Manage Collins DT-wide service request backlogs, proactively identifying bottlenecks, workflow defects, and systemic issues; coordinate resolution of orphaned RITMs and catalog-related operational gaps.
• Facilitate cross-team communication and alignment, ensuring consistent understanding of request processes, dependencies, and fulfillment expectations.
• Deliver training, guidance, and documentation for catalog usage, ITSM request processes, and ServiceNow best practices.
• Represent the Service Catalog function in ITSM governance forums, working groups, and enterprise improvement initiatives.
• Apply ITIL-based methodologies to evaluate and optimize service request processes, driving standardization, efficiency, and improved service quality.
• Partner closely with ITSM Process Owners to support operational stability and lead ongoing optimization efforts across the request management ecosystem.
• Develop and deliver catalog education through monthly forums, including presenting performance metrics and creating clear, engaging content to inform and support stakeholders.

Skills

Stakeholder management

Written and verbal communication

Presentation skills

User experience mindset

Data-driven decision making

Excel proficiency

PowerPoint proficiency

Analytical thinking

Multi-priority management

Requirements alignment

Education

University degree

Advanced degree (preferred)

Tools

ServiceNow

ServiceNow Catalog Builder

Flow Designer

Job description

Date Posted:

2026-10-08

Country:

United States of America

Location:

US-IA-CEDAR RAPIDS-121 ~ 350 Collins Rd NE ~ BLDG 121

Position Role Type:

Hybrid

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

Security Clearance Type:

None/Not Required

Security Clearance Status:

Not Required

At RTX, the world’s largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

What You Will Do:

• Serve as the accountable owner of the ITSM Service Request Catalog, ensuring catalog items meet business needs, ITSM standards, and user experience expectations.
• Identify and prioritize opportunities for new or improved catalog items, leveraging stakeholder feedback, business demand, and performance data.
• Lead requirement gathering and validation with service owners and cross-functional partners, ensuring clarity, accuracy, and alignment to user experience, compliance, and ITIL guidelines.
• Oversee catalog item design, workflow architecture, and technical development in collaboration with RTX ServiceNow development teams and fulfillment groups.
• Establish and govern a standardized, scalable catalog maintenance process, ensuring items remain accurate, relevant, and supported throughout their lifecycle.
• Monitor and report on catalog performance (SLAs, cycle times, aging, satisfaction), driving remediation plans and continuous improvement initiatives.
• Manage Collins DT-wide service request backlogs, proactively identifying bottlenecks, workflow defects, and systemic issues; coordinate resolution of orphaned RITMs and catalog-related operational gaps.
• Facilitate cross-team communication and alignment, ensuring consistent understanding of request processes, dependencies, and fulfillment expectations.
• Deliver training, guidance, and documentation for catalog usage, ITSM request processes, and ServiceNow best practices.
• Represent the Service Catalog function in ITSM governance forums, working groups, and enterprise improvement initiatives.
• Apply ITIL-based methodologies to evaluate and optimize service request processes, driving standardization, efficiency, and improved service quality.
• Partner closely with ITSM Process Owners to support operational stability and lead ongoing optimization efforts across the request management ecosystem.
• Develop and deliver catalog education through monthly forums, including presenting performance metrics and creating clear, engaging content to inform and support stakeholders.

Qualifications You Must Have:

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience.
• Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position.(U.S. Citizen or Green Card Holder).
• ITIL v3 or ITIL 4 Foundation certification.
• 5 + years relevant experience in the IT industry.
• 3 + years relevant experience in an ITSM role, preferably with direct responsibility for process design, execution, and continual improvement.
• Hands-on experience with Request Management and/or Service Catalog processes.
• Experience developing ITSM reporting (CSFs, KPIs, operational/performance dashboards).
• Strong working knowledge of ServiceNow, including catalog items, workflows, and request fulfillment.
• Familiarity with ServiceNow Catalog Builder and Flow Designer.
• Understanding of ServiceNow catalog best practices.
• Proven ability to work effectively in a large, matrixed organization.
• Strong stakeholder management and influence skills at all levels.
• Excellent written and verbal communication skills, with ability to simplify technical concepts.
• Strong presentation skills, including delivering metrics and recommendations to leadership.
• Customer-focused mindset with an emphasis on user experience and process quality.
• High proficiency in Excel and PowerPoint.
• Strong analytical and problem-solving skills, with ability to turn data into actionable insights.
• Ability to manage multiple priorities and adapt to fast-paced, changing environments.
• Strong business analysis and requirements alignment skills.
• Solid ITIL/ITSM methodology knowledge and practical experience.

Qualifications We Prefer:

• Advanced certifications (ITIL Intermediate, Lean IT, Six Sigma, COBIT, PMP, Agile/Scrum).
• Strong project/program management capabilities.
• Experience working in Agile or DevOps environments.
• Experience in engineering and manufacturing IT environments.
• Experience creating educational content and presenting metrics to broad audiences.

What We Offer:

Some of our competitive benefits packages include:

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan that includes employer matching funds and separate. employer retirement contribution, including a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance,critical illnessinsurance, group legal, ID theft protection.
• Birth, adoption, parental leave benefits.
• Ovia Health, fertility, and family planning.
• Adoption Assistance.
• Autism Benefit.
• Employee Assistance Plan, including up to 10 free counseling sessions.
• Healthy You Incentives, wellness rewards program.
• Doctor on Demand, virtual doctor visits.
• Bright Horizons, child, and elder care services.
• Teladoc Medical Experts, second opinion program.
• And more!

The salary range for this role is 107,500 USD - 204,500 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

Privacy Policy and Terms:

Hybrid: Employees who are working in Hybrid roles will work regularly both onsite and offsite. Ratio of time working onsite will be determined in partnership with your leader.

* Please consider the following role type definitions as you apply for this role.

presence associated with this role.

Regardless of your role type, collaboration and innovation are critical to our business and all employees will have access to digital tools so they can work with colleagues around the world – and access to Collins sites when their work requires in-person meetings.

At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other – propel us all higher, again and again.

_ As part of our commitment to maintaining a secure hiring process, candidates may be asked to attendselect steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.