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Digital Technology ServiceNow & IT Service Management (ITSM) Process Owner
Location
United States
Posted
17 days ago
Salary
$132.4K - $251.6K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Digital Technology ServiceNow & IT Service Management (ITSM) Process Owner
RTX
Role Description This position requires a keen focus on customer experience and operational stability. This role serves as the Raytheon Digital Technology ServiceNow liaison to RTX Corp that works in close partnership with the RTX ITSM and ServiceNow Leadership Team to drive operational excellence and continual improvement for Raytheon. As Raytheon’s ServiceNow liaison, this role is to ensure Raytheon ITSM execution is not only operationally sound, but also fully aligned with RTX’s vision for a secure, agile, and modern digital enterprise. What You will Do: - ITSM / Incident Management - 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 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 - Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 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. - U.S. Citizen - U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract. Requirements - Certified Implementation Specialist-IT Svc Mgmt. (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. 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, and holidays.
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