> Markdown version of [/jobs/ext/638171-it-request-and-backlog-management-analyst-puerto-rico](https://www.wearedevelopers.com/jobs/ext/638171-it-request-and-backlog-management-analyst-puerto-rico). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Request and Backlog Management Analyst (Puerto Rico) - **Company:** RTX - **Location:** ISABEL, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Software Documentation, Information Technology Operations, Power BI, Software Tools, Data Analytics, Performance Monitor, Servicenow - **Published:** June 25, 2026 - **Apply:** https://globalhr.wd5.myworkdayjobs.com/REC_RTX_Ext_Gateway/job/US-PR-SANTA-ISABEL-B1--Felicia-Industrial-Park---St-B1--BLDG-1/IT-Request-and-Backlog-Management-Analyst--Puerto-Rico-_01855247 ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [ Secure Code Superstars: Empowering Developers and Surpassing Security Challenges Together](https://www.wearedevelopers.com/videos/422-secure-code-superstars-empowering-developers-and-surpassing-security-challenges-together) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)