Senior Cybersecurity Services Specialist - Raytheon Tucson, Dallas Metro, Boston Metro

RTX•Tewksbury, MA

2d•$86,800 - $165,200•Onsite

About The Position

The Cybersecurity Solutions Support organization is seeking a Senior Cybersecurity Services Specialist to support the day-to-day operation, intake, triage, and supportability of cybersecurity services across the organization. This role serves as a centralized front door for cybersecurity service requests, issues, questions, documentation needs, content updates, and user guidance across cybersecurity service domains. Under the supervision of the Cybersecurity Solutions Support Sr. Manager, this position manages JSM and other intake pathways, provides approved Tier 1 support, routes requests to the appropriate service owner or support path, and performs quick-turn service support activities such as document fixes, content updates, posting support, standard content alignment, and basic user guidance. This role helps ensure users can find the right service, follow the right process, and access current, accurate, and supportable information in a timely manner to meet our customers’ demands. This position also supports content governance, document accessibility, service catalog accuracy, and operational consistency across approved repositories, SharePoint locations, and user-facing support channels. The Cybersecurity Services Specialist partners with service owners, communications leads, project managers, cybersecurity teams, and leadership to improve service visibility, reduce confusion, strengthen content quality, and ensure services are operationally supportable. The ideal candidate is organized, detail-oriented, customer-focused, and comfortable working across intake coordination, Tier 1 service support, documentation updates, and content management in a fast-paced environment. This role requires strong coordination skills, sound judgment, and the ability to determine when requests can be addressed through approved playbooks, standards, or service owner guidance versus when they require escalation.

Requirements

Typically requires a University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years’ experience.
Current IAM Level I certification (Security+ or other).
Relevant Experience Considered in any combination: Cybersecurity, systems security or hardening Information Technology Experience maintaining, updating, organizing, or publishing user-facing documentation, knowledge articles, standard operating procedures, templates, forms, or process guidance.
Compliance-based auditing using the Risk Management Framework (RMF), DCSA Assessment and Authorization Process Manual (DAAPM), Joint SAP Implementation Guide (JSIG), National Industrial Security Program Operating Manual (NISPOM), and/or non-defense regulations such as FAA, Payment Card Industry (PCI), ISO 9001 Quality Management standards, or HIPPA
Experience working with and/or supporting computer technologies (such as: databases, operating systems, computer network hardware, software programs, hardware troubleshooting or electronics)
Active and transferable U.S. government issued security clearance is required prior to start date.
U.S. citizenship is required, as only U.S. citizens are eligible for a security clearance
Security Clearance Type: Secret - Current
Security Clearance Status: Active and existing security clearance required on day 1

Nice To Haves

Strong written and verbal communication skills with the ability to make technical, cybersecurity, and process-based information clear and usable for both technical and non-technical audiences.
Experience with service management, ticketing, workflow, collaboration, or content management tools such as Jira Service Management, Jira, SharePoint, Microsoft Teams, ServiceNow, Confluence, or similar platforms.
Strong organizational skills, attention to detail, sound judgment, and the ability to manage competing requests in a customer-focused support environment.
Experience working in DoD classified operating and/or laboratory environments.
Familiarity with cybersecurity service delivery, service catalog management, intake models, Tier 1 support, escalation pathways, service readiness, or operational support frameworks.
Experience supporting Assessment & Authorization or RMF lifecycle activities, including ATO support, control documentation, evidence collection, assessment preparation, POA&M tracking, continuous monitoring, or package coordination.
Familiarity with government cybersecurity directives, frameworks, and compliance standards derived from NIST, CNSSI, DoD, DCSA, NISPOM, JSIG, DAAPM, or related regulatory guidance.
Experience reviewing, maintaining, or improving documentation quality, content structure, naming conventions, version control, repository organization, accessibility, or publishing practices.
Familiarity with cybersecurity, vulnerability management, compliance, or security operations tools such as Splunk, Forcepoint, Ivanti, Tenable, ACAS, HBSS, or similar tools.

Responsibilities

Serve as a centralized intake and coordination point for cybersecurity service requests, issues, ideas, questions, documentation needs, content updates, and user support needs.
Monitor, review, classify, prioritize, and route incoming requests through JSM, shared inboxes, forms, service catalog pathways, or other approved intake channels.
Provide approved Tier 1 support by directing users to the appropriate cybersecurity services, tools, standards, templates, intake forms, processes, knowledge articles, or support resources.
Perform quick-turn service support activities, including document fixes, minor content updates, posting support, formatting corrections, standard content alignment, and basic service information updates.
Identify incomplete requests, unclear ownership, duplicate efforts, dependencies, outdated content, or items requiring escalation to the appropriate service owner, support team, or Cybersecurity Solutions Support leadership.
Maintain and improve service desk and service catalog content, including service descriptions, intake criteria, routing logic, escalation paths, common questions, support channels, and user-facing guidance.
Support document governance by helping maintain consistent content structure, formatting, naming conventions, version control, repository organization, and approved publishing practices.
Support content accessibility and usability by helping ensure user-facing materials are clear, current, findable, readable, and usable by both technical and non-technical audiences.
Partner with service owners to translate approved service direction into clear operational content, user guidance, FAQs, knowledge articles, job aids, templates, and support resources.
Partner with the Communications / Service Readiness Lead to ensure new or updated services have the necessary documentation, intake paths, support model details, posting readiness, and user-facing guidance before release.
Help ensure service owner content and support materials remain operationally effective, current, and aligned to the approved service model.
Capture user, service owner, and support feedback to identify recurring issues, process gaps, documentation weaknesses, unclear ownership, or opportunities to improve service clarity and delivery.
Provide observations and recommendations to the Cybersecurity Solutions Support Manager to support continuous improvement, service maturity, content quality, and operational consistency.