Date Posted:
2026-08-13Country:
United States of AmericaLocation:
US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1Position Role Type:
RemoteU.S. Citizen, U.S. Person, or Immigration Status Requirements:
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.Security Clearance:
None/Not RequiredThe following position is to join our RTX Enterprise Services team in Santa Isabel, 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.
What You Will Do
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.
Qualifications You Must Have
A Bachelor's Degree or equivalent experience and minimum 5 years prior experience in IT, or an Advanced Degree in a related field and minimum 3 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.
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.
What We Offer
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.
Learn More & Apply Now!
Location: This position is remote. However, the successful candidate must be currently living in Puerto Rico.
Please consider the following role type definition as you apply for this role:
Remote: This position is currently designated as remote. Employees who are working in Remote roles will work primarily offsite (from home). The employee may be expected to travel to the Santa Isabel site location as needed.
RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
Skills Required
- U.S. citizenship (required to access program/contract information)
- Must currently be living in Puerto Rico
- Bachelor's degree or equivalent experience with minimum 5 years IT experience (or Advanced Degree with minimum 3 years)
- Experience with ITIL frameworks, specifically Request Fulfillment or Service Level Management
- Proficiency in ITSM platforms such as ServiceNow
- Experience with ServiceNow Performance Analytics and Report Designer
- Analytical skills to drive data-driven process improvements and reporting
- Proficiency in developing and applying KPIs, SLAs, and IT operations metrics
- Experience using AI tools (Now Assist, Copilot) to support analytics of ITSM data
- Work primarily guided by written English work instructions (English proficiency)
- Experience in process optimization, automation, or documentation management
- Knowledge of ITIL best practices or related certifications
- Experience with ITIL Service Catalog Management
- Experience with Power BI
- Experience with Remedy or other ITSM tools
- Ability to convey technical information to non-technical stakeholders
- Experience working remotely with geographically distributed teams across multiple time zones
RTX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RTX and has not been reviewed or approved by RTX.
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Retirement Support — 401(k) programs with company matching and, in some cases, additional employer contributions are emphasized as strengths across business units. Structured retirement elements, including plan variations that add a separate employer contribution, bolster total rewards for many roles.
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Healthcare Strength — Medical, dental, and vision coverage is paired with HSA participation and company seeding, alongside wellness incentives. Core health offerings are presented as comprehensive for many U.S. employees.
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Leave & Time Off Breadth — Generous PTO in some groups and alternative schedules like 9/80 or every‑other‑Friday off expand time‑away options. Year‑end downtime in parts of the organization further enhances perceived flexibility for time off.
RTX Insights
What We Do
With more than 185,000 global employees, RTX pushes the limits of technology and science to redefine how we connect and protect our world. Through industry-leading businesses – Collins Aerospace, Pratt & Whitney and Raytheon – we are advancing aviation, engineering integrated defense systems and developing next-generation technology solutions and manufacturing to help global customers address their most critical challenges.
