IT Request and Backlog Management Analyst (Puerto Rico)

An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics related to IT service management processes-specifically Incident, Request, and Service Level Management-to ensure operational efficiency, SLA compliance, and process adherence. They analyze the backlog of IT tasks and lead continual service improvement to enhance service quality., * Request & Backlog Management: Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.

• SLA Compliance & Monitoring: Monitor ticket queues to ensure compliance with SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
• ITSM Process Support: Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.
• Performance Reporting: Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.
• Continuous Improvement: Identify bottlenecks in IT workflows and implement improvements to increase operational.
• Stakeholder Collaboration: Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only., Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

• A Bachelor’s Degree or equivalent experience and minimum 8 years prior experience in IT, or an Advanced Degree in a related field and minimum 5 years experience.
• Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.
• Proficiency in ITSM platforms like ServiceNow.
• Experience with ServiceNow Performance Analytics and Report Designer.
• Strong understanding of methodologies related to backlog refinement and burn down.
• Analytical skills to drive data-driven process improvements and reporting.
• Proficiency in developing and applying KPIs, Service Level Agreements (SLAs), and IT operations metrics.
• Experience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data.

Qualifications We Prefer

• Experience in process optimization, automation, or documentation management.
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices or related certifications.
• Experience with ITIL Service Catalog Management.
• Experience with Power BI.
• Experience with IT Service Management tools (e.g., ServiceNow, Remedy).
• Ability to convey technical information to non-technical stakeholders clearly.
• Experience working remotely with geographically distributed teams across multiple time zones.

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico