Job Overview
Location
US-VA-REMOTE
Job Type
Full-time
Category
Software Engineering
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Serve as Raytheon’s primary liaison to RTX Corp’s ITSM and ServiceNow Leadership Teams to align Raytheon’s ITSM modernization with RTX’s enterprise digital strategy.
- • Act as Incident Operational Manager, coordinating Raytheon’s ITSM execution with RTX’s Major Incident Management (MIM) Center of Excellence.
- • Oversee Major and Critical (P1) incidents, ensuring proper classification, prioritization, SLA adherence, and representation in RTX weekly incident review meetings.
- • Drive escalations and maintain clear communication with Raytheon leadership during critical incidents to ensure operational continuity.
- • Optimize incident handling through knowledge base updates, automation, and self-service enhancements to improve triage speed and resolution rates.
- • Analyze ITSM workflows and KPIs to identify performance gaps, inefficiencies, and opportunities for process improvement.
- • Design, execute, and manage end-to-end Test and Defect Management strategies for ServiceNow bi-annual release upgrades and new capability deployments.
- • Lead the migration, creation, and ongoing maintenance of ServiceNow Service Catalog items to meet Raytheon-specific business requirements.
- • Partner with stakeholders to gather requirements, design automated approval and fulfillment workflows, and ensure accurate ownership and support group assignments.
- • Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production environments before deployment.
- • Report, track, and validate fixes for ServiceNow platform anomalies across Incident, Problem, Request, and Major Incident management modules.
- • Manage service lifecycle processes using ServiceNow intake forms to onboard and retire applications or technical services.
- • Develop and maintain dashboards to deliver actionable insights to leadership on ITSM performance and service demand trends.
- • Analyze incident, service task, and request data to identify recurring issues and recommend strategic reductions in operational costs and disruptions.
- • Promote ServiceNow best practices and provide tailored training and guidance to Service Owners, Support Group Managers, and Raytheon staff on platform capabilities.
- • Ensure Raytheon’s ITSM processes are operationally sound, aligned with ITIL principles, and fully integrated with RTX’s secure, agile, and modern digital enterprise vision.
🎯 Requirements
- • University Degree or equivalent experience with minimum 8 years of prior relevant experience, or an Advanced Degree with minimum 5 years of experience
- • Previous customer-facing experience as a project or program manager
- • Experience owning and managing multiple aspects of a program or project
- • Experience with ServiceNow platform administration, configuration, and enhancement
- • Experience applying ITIL principles in incident management, service catalog management, and continual improvement
- • Experience analyzing workflows, identifying inefficiencies, and implementing targeted process improvements
- • Experience creating KPIs, metrics, and reports to drive ITSM process enhancements
🏖️ Benefits
- • Medical, dental, and vision insurance
- • Life insurance and short-term/long-term disability coverage
- • 401(k) match
- • Flexible spending accounts
- • Flexible work schedules
- • Employee Assistance Program
- • Employee Scholar Program
- • Parental leave
- • Paid time off and holidays
- • Annual short-term and/or long-term incentive compensation programs (non-guaranteed)
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About RTX
RTX is a leading force in aerospace and defense, dedicated to advancing transformative technologies that shape the future. They focus on developing innovative solutions for smarter defense systems and the future of flight, serving a global clientele that relies on cutting-edge engineering and production. As a powerhouse for significant advancements like the Patriot Missile Defense System and F135 Engine Core Upgrade, RTX demonstrates a commitment to progress and defining what's next. Their work involves significant technological development and production, impacting national security and the aerospace industry worldwide. RTX is notably a key player in developing and manufacturing advanced systems, evidenced by their recent collaborations and distribution agreements.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Perk.com Inc.
27 days ago
Emma Matratzen GmbH
2 days ago
Asana, Inc.
2 months ago
ServiceTitan, Inc.
2 months ago