IT Request & Backlog Management Specialist (Puerto Rico)

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 5 years prior experience in IT, or an Advanced Degree in a related field and minimum 3 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.

• 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.