Remote Itsm Analyst Jobs (NOW HIRING)

Job Summary:
Raytheon is the world's largest aerospace and defense company, seeking a Digital Technology ServiceNow & IT Service Management (ITSM) Process Owner. The role focuses on enhancing customer experience and operational stability by acting as the liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to drive operational excellence and continual improvement.
Responsibilities:
• Recommend, develop, and implement strategies to decrease incidents and improve overall customer satisfaction and productivity.
• Promote governance and strategy through executive presentations.
• Act as the Incident Operational Manager, spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence.
• Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency.
• Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates.
• Oversee Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. Represent Raytheon in RTX weekly incident review meetings.
• Drive escalations and ensure clear communication with Raytheon leadership during critical incidents.
• Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes.
• Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi-annual) and testing new applications and capabilities.
• Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities.
• Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed.
• Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon-specific requirements.
• Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes.
• Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows.
• Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations.
• Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production.
• Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management.
• Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services.
• Develop dashboards to provide actionable insights to leaders.
• Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations.
Qualifications:
Required:
• Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
• Previous Customer facing experience as a project/program manager required
• Experience owning and managing multiple aspects of a program/project
• Experience with ServiceNow platform administration, configuration, and enhancement.
• Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes.
• Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements.
• Experience with creating KPIs, metrics, and reports to drive ITSM process improvements.
• U.S. Citizen - U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.
Preferred:
• Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM)
• Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership.
• Ability to work in a high-paced environment with a focus on customer experience and operational stability.
• ServiceNow Certified System Administrator (CSA)
• ITIL v3 or ITIL 4 certification.
• Experience in large-scale ITSM environments, preferably in aerospace/defense or similar industries.
• Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules.
• Experience in managing ServiceNow release upgrades and defect management processes.
• Strong problem-solving and analytical skills.
Company:
Raytheon, an RTX business, creates next-generation defense solutions that are smarter, faster and better than previously thought possible. Founded in 1948, the company is headquartered in Waltham, USA, with a team of 10001+ employees. The company is currently Late Stage.