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 and operational priorities.
- • Act as Incident Operational Manager, overseeing Major and Critical (P1) incident response, classification, prioritization, and SLA adherence in coordination with RTX’s Major Incident Management Center of Excellence.
- • Represent Raytheon in RTX’s weekly incident review meetings, ensuring clear communication and escalation paths to Raytheon leadership during critical events.
- • Optimize incident management workflows through knowledge base updates, automation, and self-service enhancements to improve triage speed and resolution rates.
- • Design, execute, and manage end-to-end Test and Defect Management processes for ServiceNow bi-annual release upgrades and new capability deployments specific to Raytheon.
- • Lead the migration, creation, and ongoing maintenance of ServiceNow Service Catalog items, ensuring alignment with Raytheon-specific business requirements and accurate ownership assignments.
- • Partner with stakeholders to gather requirements, design automated approval and fulfillment workflows, and implement iterative catalog improvements to boost efficiency and user satisfaction.
- • Conduct rigorous testing of ServiceNow functionality in test instances and validate successful deployment in production environments.
- • Report, track, and validate fixes for platform anomalies across Incident, Problem, Request, and Service Catalog modules to ensure process consistency.
- • Manage the full service lifecycle using ServiceNow intake forms, including onboarding and retirement of applications and technical services.
- • Develop and maintain dashboards to deliver actionable insights to leadership on ITSM performance, incident trends, and service demand patterns.
- • Analyze incident, service task, and request data to identify root causes of recurring issues and recommend strategic process improvements to reduce operational costs.
- • Promote ServiceNow best practices and provide tailored training and guidance to Service Owners, Support Group Managers, and Raytheon staff on platform capabilities.
- • Utilize ITIL principles to drive continual improvement in incident management, service catalog management, and overall ITSM operational excellence.
- • Ensure Raytheon’s ITSM execution is operationally stable, secure, and fully aligned with RTX’s vision for a modern, agile digital enterprise.
🎯 Requirements
- • University degree or equivalent experience with minimum 8 years of 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
- • Hands-on experience with ServiceNow platform administration, configuration, and enhancement
- • Proven experience applying ITIL principles, particularly 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 (performance-dependent)
Skills & Technologies
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About Global HR Solutions, Inc.
Global HR Solutions, Inc. is a leading provider of comprehensive human resources management services. They offer a wide range of solutions designed to streamline HR operations, enhance employee engagement, and ensure compliance with labor laws. Their services include payroll processing, benefits administration, talent acquisition, performance management, and HR consulting. With a focus on leveraging technology and best practices, Global HR Solutions aims to empower businesses of all sizes to optimize their workforce strategies. They are committed to delivering customized, scalable, and cost-effective HR solutions that support organizational growth and success in today's dynamic business environment.
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