Raytheon Technologies

IT Request and Backlog Management Analyst (Puerto Rico)

Raytheon Technologies$75K — $95K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree or equivalent experience with minimum 8 years in IT or an Advanced Degree with 5 years experience.
  • Experience with ITIL frameworks focusing on Request Fulfillment or Service Level Management.
  • Proficient in ITSM platforms, especially ServiceNow.
  • Experience with ServiceNow Performance Analytics and Report Designer.
  • Strong understanding of backlog refinement methodologies.
  • Data-driven analytical skills for process improvements and reporting.
  • Familiar with AI tools for quick analytics of ITSM data.

Responsibilities

  • Triage, route, and prioritize service requests and incident tickets.
  • Monitor ticket queues for SLA compliance and OLA adherence.
  • Support ITIL processes through analytics and documentation standards.
  • Analyze trends and produce metrics dashboards for leadership reports.
  • Identify workflow bottlenecks and propose improvements.
  • Act as a liaison between end-users and technical teams for issue resolution.
  • Refer to written work instructions in English for daily tasks.

Benefits

  • Robust total rewards package includes healthcare, wellness, and retirement benefits.
  • Parental leave for both parents and flexible work schedules.
  • Achievement awards and educational assistance offered.
  • Child and adult backup care programs available.
Full Job Description

Date Posted:

2026-06-24

Country:

United States of America

Location:

US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1

Position Role Type:

Remote

U.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 Required

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.

About Raytheon Technologies

Raytheon Solipsys, a wholly-owned subsidiary of the Raytheon Company, is an industry leader in the development of integrated Command and Control (C2) Network-Centric solutions for the Domestic and International DoD and Homeland Security. Through proven systems and software engineering practices, built on the invention and application of innovative technologies, they deliver the C2 infrastructure necessary to effectively control security/military forces in any environment. Their reliable solutions assure information superiority, increased shared awareness, deep sensor reach, aircraft control, air defense, disaster management, and time-critical decision making.

Raytheon Technologies Careers

Join the innovative world of Raytheon Technologies, a leader in aerospace and defense, where we offer unparalleled job opportunities in an environment that champions diversity, leadership, and professional growth.

Work You’ll Do

At Raytheon Technologies, you’ll be part of a company that values innovation and leadership. Our team is dedicated to solving some of the most complex challenges in aerospace and defense, making significant impacts worldwide. With a culture that fosters diversity and inclusion, you will collaborate with some of the brightest minds in the industry.

Transform Your Career

Step into a role that harnesses your skills and propels your career to new heights. Raytheon Technologies is not just about thinking big but making those big ideas happen. We provide robust career development opportunities that include comprehensive training and development programs, leadership workshops, and continuous learning through our internal platforms.

Innovate and Lead

Join our team of over 60,000 professionals globally, who are not only experts in their fields but are also driven by a passion for innovation and excellence. At Raytheon Technologies, you are positioned at the forefront of the industry, where your work directly contributes to groundbreaking advancements in technology and defense.

Internship and Employment Opportunities

Whether you’re starting your career or looking to advance, Raytheon Technologies offers a range of employment and internship opportunities that can help you achieve your professional goals. Our internships provide a solid foundation of skills and experiences, while our full-time positions offer a path to personal and professional growth within the company.

Benefits and Culture

Our employees enjoy a competitive package of benefits and rewards that reflect their invaluable role in our company. From health and wellness programs to performance bonuses and flexible working conditions, we ensure our team members are well taken care of.

Networking and Professional Development

At Raytheon Technologies, networking and professional development are part of our DNA. We encourage our employees to engage in internal and external networking events, leadership training, and diversity initiatives that enhance their career journey.

Join Our Team

Explore the numerous positions available that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

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Prepare for Your Future

Ready to apply? Enhance your resume and prepare for your interview with our comprehensive support tools and resources. Discover the exciting and rewarding career opportunities that await at Raytheon Technologies.

SEARCH RAYTHEON TECHNOLOGIES JOBS

Join us in our mission to create a safer future and be a part of a team that values integrity, excellence, and teamwork. At Raytheon Technologies, your career is just the beginning of a lifelong journey of professional and personal growth.
Learn more about Raytheon Technologies
Size
14,771 employees
Market Cap
$32,494
Industry
Founded
1922
NASDAQ

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