Digital Technology ServiceNow – ITSM Process Owner

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Assume the role of Incident Operational Manager, leading Raytheon ITSM initiatives in collaboration with the RTX Digital Major Incident Management (MIM) Center of Excellence.

• Act as the main point of contact between Raytheon and the RTX ITSM/ServiceNow Leadership Teams to align Raytheon ITSM modernization activities with RTX enterprise objectives, ensuring operational uniformity and efficiency.

• Enhance incident management through strategic knowledge updates and automation, enabling faster triage and improving self-service success rates.

• Supervise Major and Critical (P1) Incidents, guaranteeing accurate classification, prioritization, and compliance with SLAs.

• Represent Raytheon in weekly incident review meetings with RTX.

• Facilitate escalations and ensure effective communication with Raytheon leadership during critical incidents.

• Evaluate workflows and KPIs to pinpoint performance deficiencies, rectify inefficiencies, and implement significant improvements to ITSM processes.

• Design, implement, and oversee comprehensive Test and Defect Management strategies tailored to Raytheon for ServiceNow release upgrades (bi-annual) and testing of new applications and functionalities.

• Collaborate with Raytheon personnel to utilize ServiceNow ITSM/ITIL features and provide training on current, new, and enhanced platform capabilities.

• Advocate for best practices in ServiceNow and provide customized advice to Service Owners, Support Group Managers/members, and other Raytheon staff as required.

• Lead the migration, creation, and upkeep of ServiceNow catalog items, ensuring they meet Raytheon-specific requirements.

• Work with stakeholders to collect requirements, design workflows, and establish automated approval and fulfillment processes.

• Enhance efficiency and stakeholder satisfaction through continuous improvements of catalog items and workflows.

• Ensure accurate ownership, support group assignments, and related workflows for the Service Catalog to maintain smooth operations.

• Conduct thorough testing in ServiceNow Test Instances and confirm functionality in production.

• Monitor, track, and validate resolutions for ServiceNow platform discrepancies to maintain consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management.

• Use ServiceNow intake forms to collect service information and manage the onboarding and retirement of applications or technical services.

• Create dashboards to deliver actionable insights to leadership.

• Analyze incident, service task, and request data to detect trends, providing strategic recommendations to minimize recurring issues and mitigate high-cost impacts on operations.

⛳️ Requirements

• Typically requires a University Degree or equivalent experience, along with a minimum of 8 years of relevant experience, or an Advanced Degree in a related field and at least 5 years of experience.

• Prior customer-facing experience as a project/program manager is essential.

• Proven experience in owning and managing various facets of a program/project.

• Proficient in ServiceNow platform administration, configuration, and enhancement.

• Familiar with ITIL principles, particularly in incident management, service catalog management, and continual improvement processes.

• Experienced in analyzing workflows, recognizing inefficiencies, and implementing targeted enhancements.

• Skilled in creating KPIs, metrics, and reports to propel ITSM process improvements.

• Certification as an Implementation Specialist-IT Service Management (CIS-ITSM) is preferred.

• Excellent communication and collaboration abilities, with the capacity to engage effectively with diverse stakeholders, including leadership.

• Capability to thrive in a fast-paced environment with a focus on customer experience and operational stability.

• ServiceNow Certified System Administrator (CSA) is preferred.

• ITIL v3 or ITIL 4 certification is preferred.

• Experience in extensive ITSM environments, ideally within the aerospace/defense sector or similar industries.

• Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules.

• Experience managing ServiceNow release upgrades and defect management processes.

• Strong problem-solving and analytical abilities.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life insurance

• Short-term disability

• Long-term disability

• 401(k) match

• Flexible spending accounts

• Flexible work schedules

• Employee assistance program

• Employee Scholar Program

• Parental leave

• Paid time off

• Holidays