[Hiring] IT Request & Backlog Management Analyst @RTX

Role Description

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.

• ITSM 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 efficiency.
• Stakeholder Collaboration: Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.

Qualifications

• A Bachelor's Degree or equivalent experience and minimum of 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.

Requirements

• Experience in ITSM based process optimization, KPI measurement and reporting to support governance, 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 and other reporting tools.
• Experience with industry best practice 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.

Benefits

• Robust total rewards package with compensation.
• Healthcare, wellness, retirement and work/life benefits.
• Career development and recognition programs.
• Parental (including paternal) leave.
• Flexible work schedules.
• Achievement awards.
• Educational assistance.
• Child/adult backup care.