ITSM Process Owner

Job not on LinkedIn

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $107.5k - $204.5k / 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

• 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, ensuring proper classification, prioritization, and adherence to SLAs • Represent Raytheon in RTX weekly incident review meetings • Drive escalations and ensure clear communication during critical incidents • Analyze workflows and KPIs to identify performance gaps • Design, execute, and manage end-to-end Test and Defect Management approaches • Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training • Lead the migration, creation, and maintenance of ServiceNow catalog items.

🎯 Requirements

• University Degree or equivalent experience and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience • 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.

🏖️ 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