Analyst, End User Services

RTX • Phoenix, AZ

4d • Remote

About The Position

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.
The following position is to join our RTX Enterprise Services team:
Engineering and Technology Application Services (ETAS) is seeking an Embedded Support Specialist who will be instrumental in ensuring the quality and reliability of various software products within a Scaled Agile Framework (SAFe) environment. This role focuses on delivering exceptional customer service while collaborating with partners, third-party vendors, and external business associates. The ideal candidate will excel in effective communication and thrive in high-pressure environments to consistently provide top-tier service and support to end users.

Requirements

• Bachelors degree and 2 years of relative experience with the ability to obtain and maintain a SECRET Clearance.
• Minimum of 1 years of experience in End User Services and/or Operations.
• Experience with ServiceNow or other IT Service Management (ITSM) tools.
• Proficiency in supporting Mobility, Windows, and MacOS platforms.
• Familiarity with industry practices, standards, and business processes relevant to end-user support within Windchill Common PDM.

Nice To Haves

• Understanding of Engineering/Product Lifecycle Management (PLM) concepts and tools.
• Ability to analyze and design business processes, staying current with industry trends and advancements in testing tools and techniques.
• Effective communication skills and the ability to perform under pressure to deliver consistently high-quality service and support.

Responsibilities

• Develop and maintain strong relationships with end users and RTX service/support subject-matter experts.
• Partner with Legal and Security teams to manage audits and ensure compliance.
• Create and maintain operational metrics (OPS Metrics).
• Provide support and expertise for CAD/CREO (Pro/Engineer) or Cativa CAD tools.
• Offer end-user support within Windchill Common PDM, leveraging familiarity with industry practices, standards, and business processes.
• Provide outstanding customer service and collaborate with third-party vendor contractors to enhance cDPM, xDM, PDM, and other Engineering Tools.
• Represent ETAS in RTX Corporate-wide End User Services initiatives and implement those initiatives, including self-service options and building the necessary support model.
• Support travel requirements and provide occasional off-hours and weekend support.

Benefits

• Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
• Hired applicants may be eligible for benefits, including but not limited to, 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, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.
• Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level