Remote Customer Service Jobs in Santa Isabel, PR

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At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

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

RTX Enterprise Services – Infrastructure is seeking an experienced and motivated Scrum Master (SM) to support the Cloud Hosting Portfolio within the PMO.  This individual is responsible for planning, leading, organizing, and motivating multiple Scaled Agile Framework (SAFe) Scrum teams to deliver a high level of performance, quality, and exceptional business value.  They may also be responsible for managing multiple concurrent high-visibility projects in a fast-paced environment crossing multiple organizations.  This sometimes requires communicating and managing leaders and stakeholders of increasing seniority.

What You Will Do

• Guide, facilitate, and educate Scrum teams on Agile and Scrum practices and values to successfully implement critical projects, leveraging cloud technologies, frameworks, and methodologies.
• Improve the Scrum maturity of the teams and organization at a pace that is sustainable and comfortable for the team and organization.
• Remove impediments and blockers or guide the team to remove impediments and blockers themselves; escalate impediments and blockers as necessary.
• Assisting with internal and external communication, managing dependencies, and radiating information transparently.
• Apply Agile practices to facilitate better ways of working and improved execution of teams
• Leverage SAFe/Scrum/Kanban frameworks.  Actions often include visualizing work, limiting work in progress, managing workflow, planning, and providing guidance for daily standups, sprint and Product Increment planning, short, mid, and long-range planning, backlog refinement, and retrospective meetings.
• Ensure progress that is trackable toward objectives, KPIs, and commitments; guide assigned Hosting teams to deliver the required product increments and outcomes.
• Partner with key stakeholders and management team (i.e. Agile Coach, Release Train Engineer, and Team Leads) in backlog prioritization and product increment planning as well as tracking and reporting metrics, providing visibility to the team and stakeholders, ensuring a data-driven approach to decision-making.
• Support and educate the Product Owner and Team Leads, especially on the product backlog and ongoing backlog refinement.
• This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.
• Travel approximately 10%

Qualifications You Must Have

• A University Degree or equivalent experience and minimum 8 years prior relevant experience, or an Advanced Degree in a related field and minimum 5 years experience
• Experience working with software development life cycle models as well as expert knowledge of both SAFe or Agile and traditional project management principles and practices with the ability to blend them together properly to fit our project and business environment.
• Prior experience with Scrum/Agile methodologies with enterprise-level development projects. 
• Experience overseeing Scrum and/or Project teams with at least 5 team members across Developers, Business Analysts, Product Owners, and QA engineers

Qualifications We Prefer

• Proven track record of successfully implementing software or infrastructure development projects using Agile methodologies including 7+ years of experience as a Project Manager or Scrum Master managing large, complex projects in a high-tech development environment with multi-functional teams.  PMP, Certified Scrum Master, and/or SAFe certifications are preferred.
• Strong organizational, interpersonal, analytical, communication and technical skills are essential.  Ability to build and maintain customer relationships; strong team player, able to meet deadlines, and adjust to changing priorities.
• Ability to manage ambiguous or competing requirements, collaborating with project teams to align on solutions and clear impediments or blockers.
• Experience operating in US Government regulated environments with strict compliance requirements.
• Ability to author and present professional user-facing documentation, presentations, and reports targeted at various personas.
• Consistently able to run more than one Scrum team simultaneously while maintaining quality team performance
• Experience with tools such as Jira, Confluence, PowerBI, and ServiceNOW desired
• Proficient in stakeholder management and communication to stakeholders and decision makers
• PMI-ACP, CSM, SSM, RTE or equivalent certifications preferred.

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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