Digital Technology ServiceNow / ITSM Process Owner, Remote
$107,500–$204,500 year
Remote · United States
Job Summary
Remote ServiceNow ITSM Process Owner for Raytheon Digital Technology in Infrastructure Services, acting as the Raytheon ITSM liaison to RTX ITSM and ServiceNow Leadership Teams to drive incident management, catalog management, and continual improvement. Responsibilities include overseeing Major and Critical incidents, coordinating across Raytheon and RTX teams, optimizing incident handling, designing and managing end-to-end testing for ServiceNow upgrades, maintaining Service Catalog ownership, implementing automated approvals and fulfillment, developing dashboards and KPIs, training stakeholders, and aligning ITSM modernization with RTX enterprise priorities.
Required Qualifications
- 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 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
- Qualifications We Prefer Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM)
- Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders
- 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
- Relocation Eligibility - This role is remote and is NOT relocation eligible
Additional Requirements
- U.S. citizenship is required; only U.S. citizens are authorized to access information under this program/contract
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