IT Service Management (ITSM) Specialist – Puerto Rico

About the role

RTX is seeking an IT Service Management (ITSM) Specialist to lead and improve the hosting infrastructure services for its compute environment in Santa Isabel, Puerto Rico. The role focuses on aligning service delivery with ITIL best practices, driving automation, and providing data‑driven insights to support business objectives.

Key responsibilities

• Lead ITSM processes for compute infrastructure, ensuring compliance with ITIL standards.
• Collaborate with engineering, architecture, cybersecurity, and business stakeholders as the primary ITSM partner.
• Standardize, automate, and continuously improve service delivery and operational efficiency.
• Manage end‑to‑end service request operations, including intake, fulfillment, SLA monitoring, and escalations.
• Develop executive dashboards and monitor metrics for capacity planning and decision‑making.
• Oversee asset and inventory lifecycle management to support financial transparency and compliance.
• Partner with finance and engineering to align infrastructure investments with business priorities.
• Manage vendor relationships, ensuring performance meets contractual SLAs.
• Identify and remediate technical debt to improve reliability, scalability, and cost optimization.

Required profile

• U.S. citizenship or U.S. person status (required for program access).
• University degree or equivalent experience.
• Proven experience in IT Service Management and familiarity with ITIL frameworks.
• Strong analytical mindset with ability to use data for operational decisions.
• Experience working with compute infrastructure, vendor management, and cross‑functional teams.

Required skills

• ITIL