{"id":2920755,"url":"https://alion.io/job/rtx-it-req-backlog-management-analyst-puerto-rico","title":"IT Req & Backlog Management Analyst (Puerto Rico)","company":{"id":1162,"name":"RTX","domain":"rtx.com","url":"https://alion.io/company/raytheon-technologies","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":89,"open_postings":416,"ghost_share":0,"stale_share":0.639,"repost_share":0.031,"time_to_fill_p50_days":8,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Santa Isabel, Puerto Rico"],"countries":["PR"],"hiring_countries":["PR"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":83000,"max_usd":160000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Copilot","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-14T00:00:00Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-25T04:52:25Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Date Posted:\n2026-10-14\n\nCountry:\nUnited States of America\n\nLocation:\nUS-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1\n\nPosition Role Type:\nRemoteU.S. Citizen, U.S. Person, or Immigration Status Requirements:\nU.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.Security Clearance:\nNone/Not RequiredRTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses - Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.\nThe following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico:\nAn 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.\nWhat You Will Do\nITSM Request & Backlog Management: Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.\nSLA Compliance & Monitoring: Monitor ticket queues to ensure compliance with SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).\nITSM Process Support: Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.\nPerformance Reporting: Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.\nContinuous Improvement: Identify bottlenecks in IT workflows and implement improvements to increase operational.\nStakeholder Collaboration: Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.\nThis position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.\nQualifications You Must Have\nA 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.\nExperience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management.\nProficiency in ITSM platforms like ServiceNow.\nExperience with ServiceNow Performance Analytics and Report Designer.\nStrong understanding of methodologies related to backlog refinement and burn down.\nAnalytical skills to drive data-driven process improvements and reporting.\nProficiency in developing and applying KPIs, Service Level Agreements (SLAs), and IT operations metrics.\nExperience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data.\nQualifications We Prefer\nExperience in ITSM based process optimization, KPI measurement and reporting to support governance, automation, or documentation management.\nKnowledge of ITIL (Information Technology Infrastructure Library) best practices or related certifications.\nExperience with ITIL Service Catalog Management.\nExperience with Power BI and other reporting tools\nExperience with industry best practice IT Service Management tools (e.g., ServiceNow, Remedy).\nAbility to convey technical information to non-technical stakeholders clearly.\nExperience working remotely with geographically distributed teams across multiple time zones.\nWhat We Offer\nWhether 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.\nLearn More & Apply Now!\nLocation: This position is remote. However, the successful candidate must be currently living in Puerto Rico.\nPlease consider the following role type definition as you apply for this role:\nRemote: 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.\nRTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.\nPrivacy Policy and Terms:\nClick on this link to read the Policy and Terms","description_format":"text","description_chars":5466,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":true,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Puerto Rico","iso":"PR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Missiles","Air Defense","Defense Manufacturing","Avionics & Flight Control"],"lifecycle":[{"event":"open","at":"2026-10-20T11:55:52Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.457,"p_room":0.55,"age_days":10,"expected_fill_days":8,"reasons":["conf:2","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/rtx-it-req-backlog-management-analyst-puerto-rico","json_url":"https://alion.io/job/rtx-it-req-backlog-management-analyst-puerto-rico.json","meta":{"generated_at":"2026-10-25T05:03:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6846,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1162},"rest":"https://alion.io/mcp/rest/get_company?id=1162"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frtx-it-req-backlog-management-analyst-puerto-rico"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frtx-it-req-backlog-management-analyst-puerto-rico"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frtx-it-req-backlog-management-analyst-puerto-rico"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rtx-it-req-backlog-management-analyst-puerto-rico\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frtx-it-req-backlog-management-analyst-puerto-rico"}]}