IT Service Management (ITSM) Specialist (Puerto Rico)

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

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense.

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.

RTX 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.

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