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IT Service Delivery Hub Specialist I

Raytheon

Information Technology (IT) Service Delivery Center Hub Specialist I

PC Support Technologist I

Raytheon Missile & Defense (RMD)

Tewksbury/Andover/Woburn/Marlborough, MA, or Portsmouth

RI

2 openings

Our IT organization ensures that Raytheon Missile & Defense (RMD) teams across the globe are able to communicate, collaborate and innovate for customer success. We create leading-edge technology solutions to prevent security threats and protect the integrity of our systems. As an Raytheon Missile & Defense (RMD) Information Technology (IT) Service Delivery Center Hub Specialist I, you will collaborate and partner with a diverse cross-section of IT, Engineering, and Program teammates supporting RMD's programs in order to continually improve the quality and cost of IT environments and overall service delivery. Your efforts will be focused on delivering support excellence to RMD program partners worldwide. Responsibilities will include the following:

  • Provide IT support, including basic triage and troubleshooting for program desktops, applications and information systems from incoming incidents and requests from program end users
  • Identifies, manages and resolves issues in a timely manner based on prioritization
  • Interacts directly with program users on incoming requests and incidents
  • Responsible for interacting with a wide array of IT, IT Security, Program Leads and other technical and business users to deliver excellent service delivery
  • Contributes to technical documentation and manuals for support and knowledge base of supported components
  • Contributes to the overall maintenance of the virus definitions and support on supported devices
  • Contributes to the overall desktop image, patching and standardization across programs
  • Contribute to the execution and improvement of incident, problem and request management services across RMD IT PE
  • Contributes to the continuous improvement on IT service delivery, focused on partner satisfaction, response/resolution improvements, queue management and overall end-user experiences.
  • Contributes to the modernization of technology platforms to improve operations and overall experience.
  • Partner with business stakeholders, IT peers, and management in the delivery of end-user services, desktop and application support.
  • Contributes to the innovation and modernization on incident management concepts including implementation of service catalogs, automation, and self-service capabilities to support growth and delivering higher satisfaction.
  • Contributes to overall incident, request, and problem management resolution and continual improvement for supported programs.
  • Leverage Scrum, Agile and DevOps practices in order to manage daily priorities and ensure alignment with execution needs.

This role requires communication and technical skills, a learning mindset, as is the ability to develop and leverage a network of teammates within and outside of RMD and vendor/supplier communities.

This position could be located in Woburn, Andover, Tewksbury, or Marlborough, MA – Capped Budget relocation support is available to the selected applicant if they are eligible according to Company Policy.

A US DoD Secret Clearance is required for this role, except in rare cases, only US Citizens are eligible to obtain clearances.

Required Skills:

  • With Bachelor’s degree, 0-2 years’ experience working within technical business environments. Entry level role.
  • Understanding and a desire to learn of IT service management tools, deployment methodologies, ITIL and service management frameworks
  • Understanding and a desire to learn of DevOps practices, Scrum, and Agile/Lean frameworks
  • Information Technology Infrastructure Library v4 or v3 (ITIL) Foundations Certification or the ability to obtain in 6 months from date of hire
  • Experience working on end-user focused teams on classified and/or unclassified processing and communications systems in an operational environment, including the modernization of legacy environments
  • Contribute to the monitor, report, and analyzation of team performance to drive improvements on overall service delivery
  • Basic technical understanding of Servers (Windows, Unix, Linux), Storage, Virtualization / Cloud technologies, and networking systems
  • Written and oral communication skills; ability to articulate ideas, process steps, and technical data in written, graphical, and spoken dialogue
  • Knowledge of Visio, Word, Excel, PowerPoint and Microsoft Project
  • Ability to support occasional domestic and international travel
  • Existing US DoD Secret Clearance on first date of employment

Desired Skills:

  • Existing ITIL v4 or v3 certification
  • Success working within a large multi-disciplined team
  • Limited experience working on an end-user focused teams driving and demonstrating continual improvement
  • Limited experience implementing new capabilities, processes and practices to create effective changes in an organization
  • Limited experience contributing to designing and/or deploying service support models that incorporate modernization approaches and maturing delivery models
  • Basic understanding of fundamental networking/distributed computing environment, TCP/IP concepts and working with networks both domestically and internationally
  • Basic knowledge of Active Directory and group policy management
  • Basic knowledge of virtual computing technologies
  • Basic knowledge of thin client technologies
  • Basic understanding and experience with scripting / programming experience

Required Education (including Major):

  • Bachelor’s Degree in Computer Science, Engineering, Science, Mathematics or a related field
  • Applicants with directly applicable work experience in Lieu of degree will be considered at the hiring manager’s discretion.

This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization and a US Secret Security Clearance.

What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, RMD offers a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the superior benefits RMD offers include paternal leave, flexible work schedules (9/80 Work weeks, this is not a part time position), achievement awards, educational assistance and child/adult backup care.

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Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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