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Date Posted:
2024-11-04
Country:
United States of America
Location:
TX153: Greenville Processing Center 6201 Interstate Highway 30 , Greenville, TX, 75402 USA
Position Role Type:
Hybrid
RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.
To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
The following position is to join our RTX Corporate, Enterprise Services team:
Our team is focused on providing customer care and operational effectiveness of our service delivery processes. Our goal is to deliver an exceptional customer experience.
The role is a collaborative self-starter providing direction to the Ops Improvement team acting as a bridge between our ITSM/HRSD process leads, regional leads, service owners and the in and outsourced shared service desks across the US for HR, Payroll, AP, T&E, Timekeeping and Digital Services
What You Will Do
The Service Desk Center of Excellence lead will oversee the issues and drive continuous improvement opportunities across the HR/Payroll & Digital Service Desk teams.
Manage a team that identifies and addresses bottlenecks in operational workflows by analyzing case/incident data, streamlining processes, optimizing routing mechanisms, and effectively managing escalated issues to minimize service disruptions and improve overall system efficiency and employee experience.
Collaborate with stakeholders to understand qualitative and quantitative data to drive process, people and technology improvements.
Implement process improvements to optimize workflow and prevent future backlog accumulation.
Work with Stakeholders to understand business needs, issues and address recommend process changes, tool ideas and automation.
Manage a team to collects data points to identify automation opportunities throughout the Incident Life cycle, Escalation processes and Service desk processes including virtual agent and agent workspace.
Collect survey feedback and implement actions to improve services, tools and end user experience
Identify areas of waste and lean out our Service Desk processes.
Partner with the service owners around impacts to their service and how to enable better customer experience.
Provide inputs to knowledge gaps and updates needed for effective Self-service Tier 0 and Tier 1 support.
Manage the Backlog as a service team and end user escalations.
Manage Routing issues and mis-assignments and work to resolve KB issues or assignment group issues.
Work with the service desk on training issues that may be needed for Agents based on data analysis, survey comments or escalations received.
Provide input to the Process teams around Tool changes and issues to address process gaps.
Translate and summarize data into common themes and actionable problem statements.
Perform After Action Reviews (AAR’s) & Root Cause Analysis (RCA’s) on projects and escapes to identify lessons learned and improvement opportunities.
Ensure all platform testing requests are appropriately supported, assigned, and reported on for the UAT team.
Build and maintain strong relationships with Customer Service Desk Leads, PMO Team, key business unit and IT stakeholders to ensure quality project execution.
Develop and execute project plans and roadmaps to implement process improvements, engaging cross-functional teams on critical issues.
Partner with internal and external technical resources to build, test, and release enhancements ensuring effective solutions implemented without disruptions.
Coordinating communication, implementation, and/or training plans for system enhancements and process improvements.
Develop, implement, and maintain process documentation, standard operating procedures, work instructions, process flow diagrams and best practices.
Perform change impact analysis and change readiness assessment to drive operational readiness for service capabilities.
Support CORE maturity and service adoption efforts
Qualifications You Must Have
Bachelor’s Degree from an accredited school in the area of Computer Science, Information Technology, Business Administration, or related field and minimum 10 years related experience, or an Advanced Degree in a related field and minimum 7 years experience
Proficiency in Microsoft Office suite software applications
U.S. Person (U.S. citizen, permanent resident, refugee or asylee) or eligible to obtain necessary export authorizations required.
Qualifications We Prefer
Completed CORE Apprentice / Lean Six Sigma Green belt certification
Customer centric mindset
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Ability to build business cases and proposals from findings and insights
Extensive knowledge of root cause analysis/lean-six sigma/ CORE techniques.
Desire to innovate and improve processes with an eye toward automation.
Intermediate to expert user of Microsoft Office suite software applications.
ITIL Certified
Deep working knowledge of ITSM processes
Proficient managing, querying, and reporting in ServiceNow
Ability to work in a large and matrixed corporate environment
Exceptional interpersonal and leadership skills
Ability to work with, and influence, all levels of management
Excellent written and verbal communication skills
Project and program management planning and organizational skills
Customer service oriented
Strong time management and prioritization skills
Energetic and have an excellent work ethic
Desire and ability to quickly learn and apply new concepts
What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
#reempowerprogram
This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.
Minimum Program Qualifications:
Be on a career break of one or more year at time of application
Have prior experience in functional area of interest
Have interest in returning in either a full time or part time position
The salary range for this role is 118,000 USD - 246,000 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/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.
Privacy Policy and Terms:
Click on this link (http://www.rtx.com/privacy/Job-Applicant-Privacy-Notice) to read the Policy and Terms
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.