Service Request Catalog Lead (Hybird)

RTX•Windsor Locks, CT

6d•$107,500 - $204,500•Hybrid

About The Position

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense. Our Digital Technology team is driving business efficiencies and a better customer experience by connecting technologies, people, information and processes. From making aircraft more electric, intelligent and integrated to building new software platforms such as Internet of Things, big data, artificial intelligence, and blockchain, there’s no better place to be right now than in digital. If you’re an agile thinker who enjoys utilizing modern technology to make big improvements, then you’re a perfect fit for this team. Join Collins Aerospace to help us revolutionize the aerospace industry today!

Requirements

University Degree and minimum 8 years prior relevant experience or an Advanced Degree in a related field and minimum 5 years of experience.
Must be authorized to work in the U.S. without sponsorship now or in the future. RTX will not offer sponsorship for this position .(U.S. Citizen or Green Card Holder).
ITIL v3 or ITIL 4 Foundation certification.
5 + years relevant experience in the IT industry.
3 + years relevant experience in an ITSM role, preferably with direct responsibility for process design, execution, and continual improvement.
Hands-on experience with Request Management and/or Service Catalog processes.
Experience developing ITSM reporting (CSFs, KPIs, operational/performance dashboards).
Strong working knowledge of ServiceNow, including catalog items, workflows, and request fulfillment.
Familiarity with ServiceNow Catalog Builder and Flow Designer.
Understanding of ServiceNow catalog best practices.
Proven ability to work effectively in a large, matrixed organization.
Strong stakeholder management and influence skills at all levels.
Excellent written and verbal communication skills, with ability to simplify technical concepts.
Strong presentation skills, including delivering metrics and recommendations to leadership.
Customer-focused mindset with an emphasis on user experience and process quality.
High proficiency in Excel and PowerPoint.
Strong analytical and problem-solving skills, with ability to turn data into actionable insights.
Ability to manage multiple priorities and adapt to fast-paced, changing environments.
Strong business analysis and requirements alignment skills.
Solid ITIL/ITSM methodology knowledge and practical experience.

Nice To Haves

Advanced certifications (ITIL Intermediate, Lean IT, Six Sigma, COBIT, PMP, Agile/Scrum).
Strong project/program management capabilities.
Experience working in Agile or DevOps environments.
Experience in engineering and manufacturing IT environments.
Experience creating educational content and presenting metrics to broad audiences.

Responsibilities

Serve as the accountable owner of the ITSM Service Request Catalog, ensuring catalog items meet business needs, ITSM standards, and user experience expectations.
Identify and prioritize opportunities for new or improved catalog items, leveraging stakeholder feedback, business demand, and performance data.
Lead requirement gathering and validation with service owners and cross-functional partners, ensuring clarity, accuracy, and alignment to user experience, compliance, and ITIL guidelines.
Oversee catalog item design, workflow architecture, and technical development in collaboration with RTX ServiceNow development teams and fulfillment groups.
Establish and govern a standardized, scalable catalog maintenance process, ensuring items remain accurate, relevant, and supported throughout their lifecycle.
Monitor and report on catalog performance (SLAs, cycle times, aging, satisfaction), driving remediation plans and continuous improvement initiatives.
Manage Collins DT-wide service request backlogs, proactively identifying bottlenecks, workflow defects, and systemic issues; coordinate resolution of orphaned RITMs and catalog-related operational gaps.
Facilitate cross-team communication and alignment, ensuring consistent understanding of request processes, dependencies, and fulfillment expectations.
Deliver training, guidance, and documentation for catalog usage, ITSM request processes, and ServiceNow best practices.
Represent the Service Catalog function in ITSM governance forums, working groups, and enterprise improvement initiatives.
Apply ITIL-based methodologies to evaluate and optimize service request processes, driving standardization, efficiency, and improved service quality.
Partner closely with ITSM Process Owners to support operational stability and lead ongoing optimization efforts across the request management ecosystem.
Develop and deliver catalog education through monthly forums, including presenting performance metrics and creating clear, engaging content to inform and support stakeholders.

Benefits

Medical, dental, and vision insurance.
Three weeks of vacation for newly hired employees.
Generous 401(k) plan that includes employer matching funds and separate. employer retirement contribution, including a Lifetime Income Strategy option.
Tuition reimbursement program.
Student Loan Repayment Program.
Life insurance and disability coverage.
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
Birth, adoption, parental leave benefits.
Ovia Health, fertility, and family planning.
Adoption Assistance.
Autism Benefit.
Employee Assistance Plan, including up to 10 free counseling sessions.
Healthy You Incentives, wellness rewards program.
Doctor on Demand, virtual doctor visits.
Bright Horizons, child, and elder care services.
Teladoc Medical Experts, second opinion program.