Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required ... Partner with infrastructure, network, application, security, asset management, and ITSM teams to ...
Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required ... Partner with infrastructure, network, application, security, asset management, and ITSM teams to ...
Remote Itsm Analyst information
What are the key skills and qualifications needed to thrive as a Remote ITSM Analyst, and why are they important?
To thrive as a Remote ITSM Analyst, you need a solid understanding of IT service management principles, incident and problem management, and typically a degree in information technology or a related field. Familiarity with ITSM platforms such as ServiceNow, BMC Remedy, or Jira Service Management, as well as ITIL certification, is highly valued. Strong analytical thinking, communication, and problem-solving skills are crucial for collaborating remotely and resolving technical issues efficiently. These skills ensure seamless IT operations, high user satisfaction, and effective service delivery in distributed work environments.
What are some common challenges faced by Remote ITSM Analysts, and how can they be managed effectively?
Remote ITSM Analysts often encounter challenges such as coordinating across time zones, maintaining clear communication with distributed teams, and ensuring prompt incident resolution without being physically present. To manage these effectively, it's important to leverage collaboration tools, establish clear protocols for ticket escalation, and maintain proactive communication with both technical teams and end users. Building strong relationships with colleagues and consistently documenting processes can also help overcome the challenges of remote work and ensure seamless IT service management.
What is a Remote ITSM Analyst?
A Remote ITSM (Information Technology Service Management) Analyst is a professional who manages and improves IT services for an organization while working from a remote location. Their responsibilities include monitoring IT service processes, handling incident and request management, ensuring compliance with service-level agreements, and analyzing service performance data. They use ITSM tools to streamline workflows, resolve technical issues, and support overall IT service delivery. By working remotely, they leverage digital communication and collaboration platforms to interact with team members and stakeholders.
What are popular job titles related to Remote Itsm Analyst jobs in Puerto Rico? For Remote Itsm Analyst jobs in Puerto Rico, the most frequently searched job titles are:
What cities in Puerto Rico are hiring for Remote Itsm Analyst jobs? Cities in Puerto Rico with the most Remote Itsm Analyst job openings:
Full-time
Medical, Life, Retirement
Posted 8 days ago
Collins Aerospace rating
8.5
Based on 243 frontline employees who took The Breakroom Quiz
20th of 60 rated aerospace companies
Job description
Date Posted:
2026-05-15Country:
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 RequiredRTX 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.
Privacy Policy and Terms:
Click on this link to read the Policy and Terms
What Collins Aerospace employees say
Pay
Benefits
Hours and flexibility
Workplace
Get the full story on Breakroom
About Collins Aerospace
Sourced by ZipRecruiter
Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers' toughest challenges and to meet the demands of a rapidly evolving global market.
Industry
Aviation
Company size
10,000+ Employees
Headquarters location
Charlotte, NC, US
Year founded
2018