Digital Technology ServiceNow & IT Service Management (ITSM) Process Owner, Remote

Date Posted:

2026-06-29



Country:

United States of America



Location:

US-VA-REMOTE



Position Role Type:

Remote



U.S. Citizen, U.S. Person, or Immigration Status Requirements:

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.



Security Clearance Type:

None/Not Required



Security Clearance Status:

Not Required

ServiceNow & IT Service Management (ITSM) Process Owner

(Senior Manager, Business Systems & Transformation - P5)

Raytheon Digital Technology - Infrastructure Services Business Operations

Remote Position - Domestic US Locations only

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. 

Raytheon brings the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. We deliver solutions that help our nation and allies defend freedoms and deter aggression, creating a safer, more secure world. Join us and help shape the future of aerospace and defense.

This position requires a keen focus on customer experience and operational stability. This role serves as the Raytheon Digital Technology ServiceNow liaison to RTX Corp that works in close partnership with the RTX ITSM and ServiceNow Leadership Team to drive operational excellence and continual improvement for Raytheon. As Raytheon’s ServiceNow liaison, this role is to ensure Raytheon ITSM execution is not only operationally sound, but also fully aligned with RTX’s vision for a secure, agile, and modern digital enterprise.

What You will Do:

ITSM / Incident Management

• Recommend, develop, and implement strategies to decrease incidents and improve overall customer satisfaction and productivity.
• Promote governance and strategy through executive presentations.
• Act as the Incident Operational Manager, spearheading Raytheon ITSM strategies in coordination with the RTX Digital Major Incident Management (MIM) Center of Excellence.
• Serve as the primary liaison between Raytheon and RTX ITSM/ServiceNow Leadership Teams to synchronize Raytheon ITSM modernization efforts with RTX enterprise priorities, ensuring operational consistency and efficiency.
• Optimize incident handling through targeted knowledge updates and automation, fostering quicker triage and enhancing self-service success rates.
• Oversee Major and Critical (P1) Incidents, ensuring proper classification, prioritization, and adherence to SLAs. Represent Raytheon in RTX weekly incident review meetings.
• Drive escalations and ensure clear communication with Raytheon leadership during critical incidents.
• Analyze workflows and KPIs to identify performance gaps, address inefficiencies, and implement impactful enhancements to ITSM processes.
• Design, execute, and manage end-to-end Test and Defect Management approaches specific to Raytheon for ServiceNow release upgrades (bi-annual) and testing new applications and capabilities.
• Collaborate with Raytheon staff to leverage ServiceNow ITSM/ITIL capabilities and provide training on existing, new, and enhanced platform capabilities. 
• Promote ServiceNow best practices and offer tailored guidance to Service Owners, Support Group Managers/members, and other Raytheon staff as needed.

Service Catalog Management, Optimization, & Demand Management

• Lead the migration, creation, and maintenance of ServiceNow catalog items, ensuring alignment with Raytheon-specific requirements.
• Partner with stakeholders to gather requirements, design workflows, and implement automated approval and fulfillment processes.
• Promote efficiency and stakeholder satisfaction through iterative enhancements of catalog items and workflows.
• Maintain accurate ownership, support group assignments, and associated workflows for the Service Catalog to ensure seamless operations.
• Conduct rigorous testing in ServiceNow Test Instances and validate functionality in production.
• Report, track, and validate fixes for ServiceNow platform anomalies to ensure consistency across ITSM processes, including Incident, Major Incident, Problem, and Request Management.
• Service Lifecycle Management: Utilize ServiceNow intake forms to gather service details and manage the onboarding and retirement of applications or technical services.
• Develop dashboards to provide actionable insights to leaders.
• Analyze incident, service task, and request data to identify patterns, offering strategic recommendations to minimize recurring issues and reduce high-cost impacts on operations.

Qualifications You Must Have:

• Typically requires a University Degree or equivalent experience and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience
• Previous Customer facing experience as a project/program manager required
• Experience owning and managing multiple aspects of a program/project
• Experience with ServiceNow platform administration, configuration, and enhancement.
• Experience utilizing ITIL principles, particularly in incident management, service catalog management, and continual improvement processes.
• Experience analyzing workflows, identifying inefficiencies, and implementing targeted improvements.
• Experience with creating KPIs, metrics, and reports to drive ITSM process improvements.
• U.S. Citizen - U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Qualifications We Prefer:

• Certified Implementation Specialist-IT Svc Mgmt. (CIS-ITSM)
• Strong communication and collaboration skills, with the ability to interact effectively with diverse stakeholders, including leadership.
• Ability to work in a high-paced environment with a focus on customer experience and operational stability.
• ServiceNow Certified System Administrator (CSA) 
• ITIL v3 or ITIL 4 certification.
• Experience in large-scale ITSM environments, preferably in aerospace/defense or similar industries.
• Familiarity with ServiceNow Service Catalog, Request Management, and Incident Management modules.
• Experience in managing ServiceNow release upgrades and defect management processes.
• Strong problem-solving and analytical skills.

What We Offer:

• Our values drive our actions, behaviors, and performance with a vision for a safer, more connected world. At RTX we value: Safety, Trust, Respect, Accountability, Collaboration, and Innovation.
• Relocation Eligibility - This role is remote and is NOT relocation eligible.

Learn More & Apply Now

Please ensure the role type defined below is appropriate for your needs before applying to this role. This position is classified as: Remote

This position currently is designated as remote. Employees who are working in remote roles will work primarily offsite (from home) but may be expected to travel to the site location as needed. The successful candidate for this role will be required to reside and work from one of the 50 U.S. states (excluding U.S. territories).

Candidates will learn more about role type and current site status throughout the recruiting process. For onsite and hybrid roles, commuting to and from the assigned site is the employee’s personal responsibility

As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote.

The salary range for this role is 132,400 USD - 251,600 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

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.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

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