IT Request and Backlog Management Analyst (Puerto Rico)

RTX•Santa Isabel, PR

2d•Remote

About The Position

An ITSM Request and Backlog Management Analyst supports daily outcomes, trending and analytics related to IT service management processes—specifically Incident, Request, and Service Level Management—to ensure operational efficiency, SLA compliance, and process adherence. They analyze the backlog of IT tasks and lead continual service improvement to enhance service quality. This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

Requirements

A Bachelor's Degree or equivalent experience and minimum 8 years prior experience in IT, or an Advanced Degree in a related field and minimum 5 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.
Strong understanding of methodologies related to backlog refinement and burn down.
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.

Nice To Haves

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.

Responsibilities

Triage, route, and prioritize service requests and incident tickets; maintain backlog health, ensuring aging items are addressed.
Monitor ticket queues to ensure compliance with SLAs (Service Level Agreements) and OLAs (Operational Level Agreements).
Support ITIL processes (Incident, Problem, Change, etc.) by facilitating analytics or trends and workflows and ensuring documentation standards are met.
Analyze trends and produce regular metrics/dashboards to report to leadership on ticket volume, SLA performance, and service quality.
Identify bottlenecks in IT workflows and implement improvements to increase operational efficiency.
Act as a liaison between end-users and technical teams (Tier 1-3) to ensure timely resolution of issues.