RTX

4 weeks ago

IT Request and Backlog Management Analyst (Puerto Rico)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Support IT service management processes (Incident, Request, Change, and Problem) by triaging requests, managing backlogs, and ensuring SLA/OLA compliance. Analyze trends, produce dashboards, and drive continual service improvement with ITIL-based practices, ServiceNow, and data-driven reporting to optimize IT operations from a remote Puerto Rico-based team.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: IT Support & Helpdesk

Key Responsibilities

•Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.
•Monitor ticket queues to ensure compliance with SLAs and OLAs.
•Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.
•Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.
•Identify bottlenecks in IT workflows and implement improvements to increase operational efficiency.

Pay and Benefits

Perks:Health InsuranceParental Leave

Key Requirements

•Bachelor's degree or equivalent experience with 8+ years in IT or advanced degree with 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 analytical skills to drive data‑driven process improvements and reporting

Experience:8+ yearsIT service managementITILServiceNowITSM

Education:Bachelor's

Skills:CommunicationProblem-solvingAnalytical thinking

Certifications:ITIL

Languages:English

Tech Stack:ServiceNowPower BIAI toolsCopilot

Eligibility

Nationality:US National

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

RTX

Designs, manufactures, and services aerospace and defense systems, including aircraft engines, avionics, aerostructures, missiles, and cybersecurity solutions for commercial, military, and government customers worldwide.

Industry: Aerospace Manufacturing

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Arlington, United States

Founded: 2020

Website

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RTX