Digital Technology ServiceNow, IT Service Management Process Owner

Job not on LinkedIn

🕒 2 days ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $132.4k - $251.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 ServiceNow

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RTX

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2020

🚀 Aerospace

Aerospace • Defense • Sustainability

RTX is a globally recognized aerospace and defense company dedicated to transformative technologies and era-defining innovation. It operates through various businesses, including Collins Aerospace, Pratt & Whitney, and Raytheon, with a focus on sustainable, connected flight and smarter defense systems. RTX is committed to diversity, equity, and inclusion across the company and aims to solve the world’s most complex problems with cutting-edge technology and talent. Additionally, RTX is involved in significant projects like upgrading the F135 Engine Core and developing missile-defense systems. The company emphasizes corporate responsibility and sustainable practices.

📋 Description

• Recommend, develop, and implement strategies to decrease incidents and improve overall customer satisfaction and productivity • Promote governance and strategy through executive presentations • Act as the Incident Operational Manager • Spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence • Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams • Optimize incident handling through targeted knowledge updates and automation • Oversee Major and Critical (P1) Incidents • Represent Raytheon in RTX weekly incident review meetings • Analyze workflows and KPIs to identify performance gaps • Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades • Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on platform capabilities • Lead the migration, creation, and maintenance of ServiceNow catalog items • Conduct rigorous testing in ServiceNow Test Instances and validate functionality

🎯 Requirements

• Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience • Advanced Degree in a related field and minimum 7 years of experience preferred • Previous Customer facing experience as a project/program manager required • Experience owning and managing multiple aspects of a program/project • Experience with ServiceNow platform administration, configuration, and enhancement • Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes • Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements • Experience with creating KPIs, metrics, and reports to drive ITSM process improvements • U.S. Citizen - U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

🏖️ Benefits

• medical • dental • vision • life insurance • short-term disability • long-term disability • 401(k) match • flexible spending accounts • flexible work schedules • employee assistance program • Employee Scholar Program • parental leave • paid time off • holidays