Raytheon Technologies Queue and Scheduling Manager in Marlborough, Massachusetts
This is a temporary position of undetermined length.
Raytheon Intelligence and Space (RI&S) is seeking an IT Queue Manager to join our team. The IT Queue Manager will work with the IT Program technical support teams to manage ticket queues, prioritize work, and manage Jira Kanban boards. The position reports to the IT Section Manager of the assigned section.
The IT Queue Manager will be responsible for organization, prioritization, assigning, and tracking outcomes of tasks. The area(s) is an IT technical support team responsible for providing IT technical services to Engineering design and manufacturing groups.
Queue Management activities include, but not limited to:
Monitoring the queues and assigning the incidents before missing Response time SLA
Assign tickets to respective System Administrator according to required skills sets
Follow up with System Administrator for closing the tickets
Publishing Weekly Change Calendar
Daily Report on Incidents/Change/Problem tickets and SLA status
Daily Change schedule reminder to respective change assignee
Jira Kanban Board(s)
Work with team and Management to prioritize Kanban tasks
Grooming the backlog and moving to In Work based on prioritization and WIP limits
Tracking tasks and closing out
Maintaining projects in Jira
Developing and maintaining Jira dashboards for management and reporting
Understands and applies general Project Management principles both Waterfall and Agile
Ability to operate within a matrix resource environment
Skilled in the identification and coordination of stakeholders with the ability to reconcile competing interests among stakeholders
Applied knowledge of common project management skills and discipline such as earned value, risk management, quality management, etc.
Ability to use Microsoft Project
Familiarity and practical experience with IT ticketing systems such as Service Now, iSupport, and Jira
Familiarity with the various aspects of ITIL as it relates to Service Operations
Familiarity and practical experience with Agile methodologies
2 years plus Experience
Occasional travel required to support project coordination with on-site stakeholders at various locations in the continental U.S.
On-site preferred but Work from Home options considered
Formal certification in Agile project management methodologies
IT technical background in desktop support, server support, or various operating systems such as Windows Server, Linux, or WMware
It Technical certifications such as Windows or Redhat Linux, A+, Network+, Security
AA/AS in Information Technology or related field or Business degree
Bachelor's Degree preferred in IT or related field such as Logistics or Business
This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization.189169
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.