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Raytheon Technologies Service Now (CRM & Portal) Support Analyst in Bengaluru, India

Date Posted:





No.14/1 & 15/1, Maruthi Industrial Estate, Phase 2, Hoody Village, Whitefield Road, KR Puram Hobli,Bengaluru, Karnataka, India


The Raytheon Technologies Corporation (RTX), Global People Services (GPS) organization partners with the Human Resources Organizations across RTX to identify and deliver services that help optimize the employee experience from recruitment to retirement.

About This Position:

Our UTC HR Technology organization is looking for a Service Now (CRM & Portal) Support Analyst for our Bangalore, India location. This role will be responsible to support Service Now as our CRM platform & Portal to end users.

The Service Now Support Analyst will manage all the tickets related to Service Now cases which includes grant access to users, troubleshot SN access issues, access to portal, Integration errors etc. The Analyst will make sure all tickets are closed with in SLA. The analyst able to build & run reports & Dashboards for leadership review. The Analyst will closely work with GPS Service Now team and DT team to make sure all high priority issues closed with in timeline. Overall 3 to 5 years of experience.

Job Title: Service Now (CRM & Portal) Support Analyst

Job responsibilities:

  • Tier 2 support for Service Now (CRM & Portal) related issues

  • Able to manage all the tickets related to Service Now cases which includes grant access to users, troubleshot SN access issues, access to portal, Integration errors etc.

  • Able to close tickets with in SLA

  • Knowledge in HR business processes

  • Knowledge in Workday platform includes multiple functional tasks like Core HCM, Compensation, Recruiting & Performance Connection

  • Act as liaison between Regional Lead, Functional COE and the HR BU’s

  • Work with HR to organize and facilitate system related issues such as EIB loads

  • Coordinate the communication to HR and Payroll system stakeholders (HR, Payroll, AMS provider, etc.) for system related issues such system outages, changes, new functionality, etc.

  • Identify opportunities for system and process improvements and work with your supervisor to execute plan

  • Ensure the system stakeholders have the proper training and documentation for data entry, reporting, data flow, end to end processes, role and responsibilities, contact information, escalation path, etc. and communicate changes as needed to the stakeholders.

  • Ensure the local HR and Payroll teams are aligned with the global HR roadmap and we successful communicate needs and collaborate on system changes, enhancements, updates, etc.

Education / Certifications

  • Bachelor's Degree required

  • Advanced degree preferred

  • Workday Certification and experience preferred

Basic Qualifications

  • You've obtained a Bachelor's Degree

  • 4+ years of experience with CRM product

  • 2+ years working in a Workday environment

Preferred Experience

  • Workday Data Conversion or EIB experience

  • Professional certifications in PMP, ITIL, AGILE or WATERFALL preferred

  • Workday certifications in Core HCM and Data Conversion

  • Ability to handle multiple sub project teams, tasks concurrently and meet deadlines, despite conflicting demands

  • Able to write reports using BIRT

Additional Skills and Abilities

  • Ability to articulate in a clear, concise manner and effectively communicate complex technical information to deliver briefings to senior staff, as well as communicate effectively to functional COE teams and Workday Production Support Regional Leads

  • You have an intense passion for technology and an ability to learn quickly staying abreast of cutting edge technology, industry leading techniques and other skill sets

  • Ability to think analytically and can effectively apply logic to solve problems

  • Exceptional interpersonal skills with the ability to work effectively in fast-paced, team environment or independently with limited direction

  • Self-starter with willingness to take initiative, support strategic priorities, take ownership of assigned projects/initiatives and contribute to results and ability to work with a minimum supervision

  • Strong communication and presentation skills

  • Thrive in a diverse, fast paced, global environment

Collins Aerospace, a Raytheon Technologies company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defense industry. Collins Aerospace has the capabilities, comprehensive portfolio and expertise to solve customers’ toughest challenges and to meet the demands of a rapidly evolving global market.

The next chapter of our future as an aerospace company is here, and we are excited about what this means for our employees and customers! Get onboard the Collins Aerospace Operations team and play a part in managing our innovative products from inception to delivery. The Operations team continues to grow and aims to strengthen the connection of Manufacturing Operations, Supply Chain and Environment, Health & Safety (EH&S) across Collins Aerospace. In this dynamic environment, you will have the opportunity to network across our businesses and functions, all while improving the productivity, quality and efficiency of our operations worldwide.

Collins Aerospace Diversity & Inclusion Statement:

Diversity drives innovation; inclusion drives success. We believe a multitude of approaches and ideas enable us to deliver the best results for our workforce, workplace, and customers. We are committed to fostering a culture where all employees can share their passions and ideas so we can tackle the toughest challenges in our industry and pave new paths to limitless possibility.


Some of our competitive benefits package includes:

Benefits package includes:

  • Transportation facility.

  • Meal coupons

  • Group Term Life Insurance.

  • Group Health Insurance.

  • Group Personal Accident Insurance.

  • Entitled for 22 days of vacation and 7 days of contingency leave annually.

  • Employee scholar programme.

  • Work life balance.

  • Car lease programme.

  • National Pension Scheme

  • LTA

  • Fuel & Maintenance /Driver wages

  • Meal vouchers

Nothing matters more to Collins Aerospace than our strong ethical and safety commitments. As such, all India positions require a background check, which may include a drug screen.


  • Background check and drug screen required (every external new hire in the India)

  • Drug Screen only performed for Operations Positions

    At Collins, the paths we pave together lead to limitless possibility. And the bonds we form – with our customers and with each other -- propel us all higher, again and again.

    Apply now and be part of the team that’s redefining aerospace, every day.

    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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