IT Configuration Management Analyst (Puerto Rico)

Location: US-PR-SANTA ISABEL-B1 ~ Felicia Industrial Park - St B1 ~ BLDG 1

 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: None/Not Required 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. Join us and help shape the future of aerospace and defense. The following position is to join our RTX Enterprise Services team in Santa Isabel, Puerto Rico: The IT Configuration Management Analyst is responsible for executing daily operational activities supporting the accuracy, completeness, and reliability of Configuration Management Database (CMDB) data within the ServiceNow platform. This role performs hands-on stewardship activities including discovery monitoring, reconciliation support, CI lifecycle maintenance, data quality remediation, and troubleshooting integration or discovery issues. The analyst operates within an enterprise Configuration Management framework and collaborates with domain teams, discovery engineers, asset management, observability, and service owners to ensure configuration data supports operational stability, incident response, and compliance reporting.

Execute and sustain daily CMDB operational processes to ensure data integrity, accuracy, and reliability within ServiceNow. Monitor discovery health and troubleshoot failed or incomplete discovery patterns across configuration item (CI) classes. Reconcile CMDB data from authoritative sources and remediate data quality issues to maintain trusted CI records. Partner with infrastructure, network, application, security, asset management, and ITSM teams to validate CI attributes, relationships, and lifecycle status. Monitor CMDB dashboards, trust scores, reconciliation rules, and governance metrics to ensure compliance with data stewardship standards. Support onboarding of new data sources by validating integrations, reviewing Identification and Reconciliation Engine (IRE) rules, and ensuring adherence to authoritative source principles. Conduct impact analysis, relationship validation, and class modeling to align CMDB structure with CSDM standards and enterprise architecture frameworks. Document process updates, support continuous improvement initiatives, and maintain audit-ready evidence for compliance requirements including NIST, CMMC, and SOX. Ensure the CMDB remains a trusted operational foundation supporting incident, problem, change, asset, security, and observability functions across the organization. This position will reference written work instructions for guidance with daily job activities. Work instructions are available in English only.

You Must Have 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 3+ years Configuration Management, IT operations, service management, or platform administration experience Hands-on experience with ServiceNow CMDB and Discovery Experience with infrastructure technologies (servers, network, storage, cloud) Experience troubleshooting technical workflows or integrations Qualifications We Prefer Strong analytical and data quality mindset ServiceNow Certified System Administrator Familiarity with Identification and Reconciliation Engine (IRE) Exposure to CMDB data models and service modeling concepts Experience supporting audit