RTX

2 days ago

IT Service Management (ITSM) Specialist (Puerto Rico)

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Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Drive operational excellence for RTX’s hosting (compute) infrastructure by owning ITSM processes, service operations, and governance aligned to ITIL best practices. Serve as the primary ITSM partner for compute infrastructure, managing end-to-end service request intake, fulfillment, SLA performance, escalations, and executive reporting. Oversee platform asset/inventory lifecycle, vendor performance, and technical debt remediation to improve reliability, scalability, and cost efficiency.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Lead ITSM processes for hosting infrastructure services aligned to ITIL best practices.
•Partner with engineering, architecture, cybersecurity, and business stakeholders as the primary ITSM partner for compute infrastructure.
•Drive standardization, automation, and continuous improvement to enhance service delivery and operational efficiency.
•Manage end-to-end service request operations including intake, fulfillment, SLA performance, and escalations.
•Monitor operational metrics and oversee compute platform asset/inventory lifecycle, vendor performance, and technical debt remediation; provide executive dashboards and recommendations.

Pay and Benefits

Perks:Parental LeaveRetirementHealth InsuranceWellness StipendChildcare

Key Requirements

•University degree or equivalent experience with at least 5 years of relevant experience (or advanced degree with at least 3 years).
•Experience with ITIL-based service management practices.
•Experience supporting compute and hosting infrastructure environments.
•Experience managing service request operations at scale.
•Experience with operational reporting, KPIs, and executive-level communication and vendor management/governance.

Experience:5+ yearsEnterprise infrastructureIT service management

Skills:Data-driven mindsetOperational excellenceExecutive communicationProcess standardizationContinuous improvement

Certifications:ITIL

Languages:English

Tech Stack:ITILITSMServiceNowExcelPowerPoint

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Security Clearance:None/Not Required

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