Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required ... An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics ...
Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: U.S. citizenship is required ... An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics ...
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.
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Full-time
Medical, Life, Retirement
Posted 2 days ago
Collins Aerospace rating
8.4
Based on 249 frontline employees who took The Breakroom Quiz
29th of 71 rated aerospace companies
Job description
Date Posted:
2026-06-24Country:
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:
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 8 years prior experience in IT, or an Advanced Degree in a related field and minimum 5 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.
- Strong understanding of methodologies related to backlog refinement and burn down.
- 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.
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About Collins Aerospace
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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