Digital Technology ServiceNow / ITSM Process Owner, Remote

What You Will Do ITSM / Incident Management: 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 to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency. Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self‑service success rates. 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 with Raytheon leadership during critical incidents. Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes. Design, execute, and manage end‑to‑end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi‑annual) and testing new applications and capabilities. Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities. Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed. Service Catalog Management, Optimization, & Demand Management: Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon‑specific requirements. Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes. Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows. Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations. Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production. Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management. Service Lifecycle Management: Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services. Develop dashboards to provide actionable insights to leaders. Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high‑cost impacts on operations. Qualifications You Must Have Typically requires a 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. 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 creating KPIs, metrics, and reports to drive ITSM process improvements. Qualifications We Prefer Certified Implementation Specialist‑IT Service Management (CIS‑ITSM) Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership. Ability to work in a high‑paced environment with a focus on customer experience and operational stability. ServiceNow Certified System Administrator (CSA) ITIL v3 or ITIL 4 certification. Experience in large‑scale ITSM environments, preferably in aerospace/defense or similar industries. Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules. Experience in managing ServiceNow release upgrades and defect management processes. Strong problem‑solving and analytical skills. What We Offer Salary range: USD 107,500 – 204,500. Benefits: medical, dental, vision, life insurance, short‑term and long‑term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, holidays. Optional annual short‑term and/or long‑term incentive compensation programs (dependent on level and collective agreement). Relocation Eligibility – this role is remote and NOT relocation eligible. 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. #J-18808-Ljbffr