IT Request & Backlog Management Specialist (Puerto Rico)
RemotePuerto Rico
Job Summary
Triage, route, and prioritize service requests and incident tickets while maintaining backlog health and addressing aging items. Monitor ticket queues to ensure strict compliance with Service Level and Operational Level Agreements. Support ITIL processes by facilitating analytics, trends, and workflows to ensure documentation standards are met. Analyze trends to produce metrics and dashboards reporting on ticket volume, SLA performance, and service quality. Identify workflow bottlenecks and implement improvements to increase operational efficiency. Act as a liaison between end-users and technical teams to ensure timely issue resolution. Reference written work instructions for daily activities.
Required Qualifications
- U.S. citizenship
- Currently living in Puerto Rico
- Bachelor's Degree or equivalent experience
- Minimum 5 years prior experience in IT
- Advanced Degree in a related field and minimum 3 years experience
- Experience with ITIL frameworks, specifically in Request Fulfillment or Service Level Management
- Proficiency in ITSM platforms like ServiceNow
- Experience with ServiceNow Performance Analytics and Report Designer
- Analytical skills to drive data-driven process improvements and reporting
- Proficiency in developing and applying KPIs, Service Level Agreements (SLAs), and IT operations metrics
- Experience with using AI tools (Now Assist, Copilot) to support rapid analytics of ITSM data
Desired Qualifications
- Experience in process optimization, automation, or documentation management
- Knowledge of ITIL (Information Technology Infrastructure Library) best practices or related certifications
- Experience with ITIL Service Catalog Management
- Experience with Power BI
- Experience with IT Service Management tools (e.g., ServiceNow, Remedy)
- Ability to convey technical information to non-technical stakeholders clearly
- Experience working remotely with geographically distributed teams across multiple time zones
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