Date Posted:

2023-05-08

Country:

United States of America

Location:

UTPA1: PA REMOTE Remote Location , Wexford, PA, 15090 USA

Position Role Type:

Remote

Summary of Role:

As an ITOM Event Management Process Lead within the IT Service Management organization, the person in this role will be responsible for Event Management Operations within ServiceNow and notifications methods related to these Events. They will assist Tehcnical and Application Service Owners by gathering monitoring and alerting requirements and then work closely with ServiceNow Development team to implement and maintain Event Management and Notification configuration implementations and updates. They will also work to socialize and champion Event Management/Notification/On-Call adoption within the RTX Organization.

Responsibilities:

• Manage existing Event Management Configuration
• Assist Service, Application and Monitoring tool owners with implementation of new Event Management configuration and updates to existing Event Management configuration
• Continuous communication and coordination with internal team members, development teams, process owners and business unit contacts
• Refine and standardize operational activities within the Event Management/Notify/On-Call schedule process
• Document and preserve Event Management Artifacts, including Operation Process Guides, Policy Guides, Knowledge Articles, Quick Reference Guides and Training documentation
• Review and process Monitoring Intake Requests and On-call Intake Requests from Service Owners.
• Provide key metrics to reporting team and maintain reports that feed internal ServiceNow Dashboards and external sources that reflect pertinent aspects of Event Management daily operations.
• Communicates with parties within and outside of own discipline.
• May have responsibility for communicating with parties external to the organization (e.g., customers, vendors, etc.).
• Works to influence parties within and outside of the job function at an operational level regarding policies, procedures, and practices.

Basic Qualifications:

• Strong understanding of ITSM-related processes
• 5-7 years working with the ServiceNow platform
• 5-7 year working with Event Management/Notify/On-Call Schedules within ServiceNow

Preferred Qualifications:

• Experience working in an Agile Scrum and Scaled Agile environment
• ITILv3 or V4 certification

Education:

• Typically requires a university degree or equivalent experience and minimum 8 years prior relevant experience or an advanced degree in a related field and minimum 5 years experience

Location:

Remote

Required Immigration Status:

US Citizen or US Person required.

The salary range for this role is 94,000 USD - 196,000 USD; however, Raytheon Technologies considers several factors when extending an offer, including but not limited to, the role 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.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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