Remote Customer Service Coordinator Jobs in Puerto Rico

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RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:

The IT Configuration Management Analyst is responsible for executing daily operational activities supporting the accuracy, completeness, and reliability of Configuration Management Database (CMDB) data within the ServiceNow platform. This role performs hands-on stewardship activities including discovery monitoring, reconciliation support, CI lifecycle maintenance, data quality remediation, and troubleshooting integration or discovery issues. The analyst operates within an enterprise Configuration Management framework and collaborates with domain teams, discovery engineers, asset management, observability, and service owners to ensure configuration data supports operational stability, incident response, and compliance reporting.

What You Will Do

• Execute and sustain daily CMDB operational processes to ensure data integrity, accuracy, and reliability within ServiceNow.
• Monitor discovery health and troubleshoot failed or incomplete discovery patterns across configuration item (CI) classes.
• Reconcile CMDB data from authoritative sources and remediate data quality issues to maintain trusted CI records.
• Partner with infrastructure, network, application, security, asset management, and ITSM teams to validate CI attributes, relationships, and lifecycle status.
• Monitor CMDB dashboards, trust scores, reconciliation rules, and governance metrics to ensure compliance with data stewardship standards.
• Support onboarding of new data sources by validating integrations, reviewing Identification and Reconciliation Engine (IRE) rules, and ensuring adherence to authoritative source principles.
• Conduct impact analysis, relationship validation, and class modeling to align CMDB structure with CSDM standards and enterprise architecture frameworks.
• Document process updates, support continuous improvement initiatives, and maintain audit-ready evidence for compliance requirements including NIST, CMMC, and SOX.
• Ensure the CMDB remains a trusted operational foundation supporting incident, problem, change, asset, security, and observability functions across the organization.
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Qualifications You Must Have

• University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience
• 3+ years Configuration Management, IT operations, service management, or platform administration experience
• Hands-on experience with ServiceNow CMDB and Discovery
• Experience with infrastructure technologies (servers, network, storage, cloud)
• Experience troubleshooting technical workflows or integrations

Qualifications We Prefer

• Strong analytical and data quality mindset
• ServiceNow Certified System Administrator
• Familiarity with Identification and Reconciliation Engine (IRE)
• Exposure to CMDB data models and service modeling concepts
• Experience supporting audit or compliance evidence collection
• Knowledge of ITIL Configuration Management practices

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.

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