Date Posted: 2026-10-14

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

RTX 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.





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
- 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 workflo

📌 IT Req (Nevado de Santa Isabel)
🏢 Collins Aerospace
📍 Santa Isabel