IT Request & Backlog Management Specialist (Puerto Rico)

RTX
United States
Workplace: RemoteFull timeFunction: IT Support & HelpdeskExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical skills","Data-driven improvement","Stakeholder collaboration","Documentation standards","Clear communication"]

Support IT service management outcomes by triaging and prioritizing incident and request tickets, maintaining backlog health, and monitoring SLA/OLA compliance. Use ITIL processes and analytics to report ticket volume, SLA performance, and service quality to leadership, while identifying bottlenecks and driving continual service improvement. Serve as a liaison between end users and Tier 1–3 technical teams, using ServiceNow performance analytics to deliver metrics and dashboards.

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FursaFursa
RTX
RTX
6 hours ago

IT Request & Backlog Management Specialist (Puerto Rico)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Support IT service management outcomes by triaging and prioritizing incident and request tickets, maintaining backlog health, and monitoring SLA/OLA compliance. Use ITIL processes and analytics to report ticket volume, SLA performance, and service quality to leadership, while identifying bottlenecks and driving continual service improvement. Serve as a liaison between end users and Tier 1–3 technical teams, using ServiceNow performance analytics to deliver metrics and dashboards.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Triage, route, and prioritize service requests and incident tickets while maintaining backlog health and addressing aging items.
  • •Monitor ticket queues to ensure SLA compliance and OLAs.
  • •Support ITIL processes (Incident, Problem, Change, etc.) through analytics/trends and workflows while ensuring documentation standards.
  • •Analyze trends and produce regular metrics/dashboards reporting ticket volume, SLA performance, and service quality.
  • •Identify bottlenecks in IT workflows and implement continuous improvements; collaborate with end users and Tier 1–3 technical teams to ensure timely resolution.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirementParental LeaveLearning BudgetChildcare

Key Requirements

  • •A Bachelor's Degree or equivalent experience with minimum 5 years in IT, or an Advanced Degree with minimum 3 years in IT.
  • •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.
  • •Proficiency in developing and applying KPIs, SLAs, and IT operations metrics, including data-driven process improvements and reporting.
Experience:5+ yearsITSMITILServiceNow
Education:Bachelor's
Skills:Analytical skillsData-driven improvementStakeholder collaborationDocumentation standardsClear communication
Languages:English
Tech Stack:ITILITSMServiceNowService Level Agreements (SLAs)Operational Level Agreements (OLAs)ServiceNow Performance AnalyticsReport DesignerNow AssistCopilotPower BIRemedyIncidentProblemChange

Eligibility

Nationality:U.S. 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