Mobility Operations Specialist (Puerto Rico)

RTX•Santa Isabel, PR

4d•Remote

About The Position

The Mobility Operations Specialist will work within a small team to build, test, implement, and maintain operational processes and solutions based on established standards and requirements. The role translates vendor products, product code, and roadmap services into implementations without negatively affecting current processes. It provides engineering and fourth-level support for mobile support and operations services, with responsibility for understanding mobile device management tools, mobile security, and integration with RTX and its business units. The specialist supports mobile hardware, applications, and MDM tools, and manages and initiates changes to the overall product. This position supports end users across the enterprise in the United States and internationally. It assists with mobility solution design and development, end-user support system consolidation, ticket escalation management, knowledge articles, engineering innovation, and process consolidation. The role also provides architecture, administration, maintenance, monitoring, backup, and contingency support for multiple MDM technologies and environments; implements system upgrades for on-premises and cloud servers; and maintains or creates documentation such as SOPs and system architecture guides and diagrams. Daily work is guided by written work instructions available in English only. The position is designated remote, with the employee working primarily from home. The successful candidate must currently live in Puerto Rico and may be expected to travel to the Santa Isabel site as needed. U.S. citizenship is required because only U.S. citizens are authorized to access information under the program or contract. No security clearance is required.

Requirements

A university degree or equivalent experience and at least 5 years of relevant experience, or an advanced degree in a related field and at least 3 years of experience.
Experience working with international teams and end users.
Experience preparing and delivering written and verbal reports and general communications to audiences with varying levels of seniority and technical ability.
Experience with vendor management.
Experience with Mobile Device Management software.
Experience with ServiceNow or related software.
Experience with wireless service providers.
Experience with help desk ticketing software.
Experience with customer support.
Experience with project management.
U.S. citizenship is required.
Must currently live in Puerto Rico.
Must be able to use written work instructions available in English only.

Nice To Haves

Experience with mobile environments.
Experience with Active Directory Federated Services (ADFS).
Experience with Microsoft Azure Active Directory.
Strong analytical problem-solving, priority-setting, facilitation, and collaboration skills.
Ability to communicate ideas effectively and lead through influence to accomplish challenging goals and objectives.
Excellent understanding of document control, update processes, and tools.
Ability to work well under pressure and manage multiple demands flexibly.
Self-starter and independent thinker capable of finding and developing solutions.

Responsibilities

Support end users across the enterprise in the United States and internationally.
Assist in the design and development of enterprise mobility operations solutions.
Partner with business-unit Mobile Leads on end-user support system consolidation, ad hoc requests, and escalations.
Track and close ticket escalations using various Mobile Device Management (MDM) software.
Create and modify knowledge-based articles.
Continue to execute on innovations in engineering and service technologies.
Assist in consolidating Mobile Operations processes.
Provide architecture, administration, maintenance, monitoring, backup, and contingency support for multiple MDM technologies and environments.
Architect improvement opportunities across service delivery, user experience, and security.
Implement and execute system upgrades for on-premises and cloud servers.
Maintain existing documentation and develop new documentation as required, including SOPs, system architecture guides, and diagrams that adhere to organizational templates, policies, and standards.
Build, test, implement, and maintain operational processes and solutions based on standards and requirements.
Provide engineering and fourth-level support for mobile support and operations services.
Support mobile hardware, applications, and MDM tools and initiate changes to the overall product.