Raytheon Technologies

IT Service Management (ITSM) Specialist (Puerto Rico)

Raytheon Technologies$80K — $95K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • University Degree or equivalent experience with at least 5 years in a related role, or an Advanced Degree with a minimum of 3 years.
  • Experience with ITIL-based service management practices.
  • Background in compute and hosting infrastructure support.
  • Demonstrated experience managing service request operations at scale.
  • Proficient in operational reporting, KPIs, and executive communication.
  • Vendor management and governance expertise.
  • 3+ years managing platform lifecycle, assets, and inventory.

Responsibilities

  • Lead ITSM processes for hosting infrastructure services, aligning with ITIL best practices.
  • Collaborate with engineering and business stakeholders as the primary ITSM partner for RTX compute infrastructure.
  • Drive standardization, automation, and continuous improvement to enhance service delivery.
  • Manage end-to-end service request operations for intake and performance.
  • Monitor operational metrics and create executive dashboards for decision-making.
  • Oversee asset lifecycle management to ensure financial transparency and compliance.
  • Partner with finance and engineering to align investments with business needs.

Benefits

  • Comprehensive healthcare and wellness programs.
  • Flexible work schedules for work-life balance.
  • Parental leave, including paternal leave.
  • Career development opportunities and recognition programs.
  • Educational assistance for professional growth.
  • Child/adult backup care options.
Full Job Description
Date Posted:
2026-07-29
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:

The IT Service Management (ITSM) Specialist is responsible for driving operational excellence across the hosting infrastructure (compute) environment supporting the RTX business unit. This role provides leadership over ITSM processes, service operations, and governance to ensure reliable, scalable, and cost-effective compute services aligned to business needs. The ideal candidate brings strong ITSM discipline, infrastructure awareness, and a data-driven mindset to manage service request operations, platform and asset lifecycle, vendor performance, and technical debt reduction across a complex enterprise environment.

What You Will Do
  • Lead IT Service Management (ITSM) processes for hosting infrastructure services, ensuring alignment with ITIL best practices.
  • Serve as the primary ITSM partner for RTX compute infrastructure, collaborating with engineering, architecture, cybersecurity, and business stakeholders.
  • Drive standardization, automation, and continuous improvement to enhance service delivery and operational efficiency.
  • Manage end-to-end service request operations, including intake, fulfillment, SLA performance, and escalations.
  • Monitor operational metrics and develop executive dashboards to drive data-informed decisions and capacity planning.
  • Oversee compute platform asset and inventory lifecycle management to support financial transparency, compliance, and lifecycle planning.
  • Partner with finance and engineering teams to align infrastructure investments with business priorities and technology roadmaps.
  • Manage infrastructure vendor relationships, ensuring performance meets contractual SLAs and operational expectations.
  • Identify, prioritize, and drive remediation of technical debt to improve platform reliability, scalability, and cost optimization.
  • Provide strategic operational insights and recommendations that reduce risk, improve customer experience, and strengthen infrastructure service performance.
  • 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 University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years experience.
  • Experience working with ITIL-based service management practices.
  • Experience supporting compute and hosting infrastructure environments.
  • Experience managing service request operations at scale.
  • Experience with operational reporting, KPIs, and executive-level communication.
  • Experience with vendor management and governance.
  • 3+ years of experience managing platform lifecycle, assets, and inventory.


Qualifications We Prefer
  • ITIL certification (Foundation or higher).
  • Experience with ServiceNow
  • 8+ years of experience in IT Service Management, Infrastructure Operations, Customer Operations, Enterprise Datacenter Services or related roles.
  • Advanced experience with Microsoft products, specifically Excel & PowerPoint
  • Experience in large, regulated, or mission-critical enterprise environments.
  • Familiarity with hybrid infrastructure and enterprise compute platforms.
  • Experience leading service transformation or operational maturity initiatives.
  • Strong financial and cost-management acumen related to infrastructure services.


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.

Stay Connected

Keep up to date with career tips, industry insights, and the latest innovations—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences.

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

Similar Jobs

More Jobs at Raytheon Technologies

More Information Technology Jobs

Find similar IT Service Management (ITSM) Specialist (Puerto Rico) jobs: