Senior Cybersecurity Services Specialist - Raytheon Tucson, Dallas Metro, Boston Metro

Senior Cybersecurity Services Specialist – RTX

The Cybersecurity Solutions Support organization is seeking a Senior Cybersecurity Services Specialist to support day‑to‑day operation, intake, triage, and supportability of cybersecurity services across the organization. This role serves as a centralized front door for cybersecurity service requests, issues, questions, documentation needs, content updates, and user guidance across cybersecurity service domains.

• Serve as a centralized intake and coordination point for cybersecurity service requests, issues, ideas, questions, documentation needs, content updates, and user support needs.
• Monitor, review, classify, prioritize, and route incoming requests through JSM, shared inboxes, forms, service catalog pathways, or other approved intake channels.
• Provide approved Tier1 support by directing users to the appropriate cybersecurity services, tools, standards, templates, intake forms, processes, knowledge articles, or support resources.
• Perform quick‑turn service support activities, including document fixes, minor content updates, posting support, formatting corrections, standard content alignment, and basic service information updates.
• Identify incomplete requests, unclear ownership, duplicate efforts, dependencies, outdated content, or items requiring escalation to the appropriate service owner, support team or Cybersecurity Solutions Support leadership.
• Maintain and improve service desk and service catalog content, including service descriptions, intake criteria, routing logic, escalation paths, common questions, support channels, and user‑facing guidance.
• Support document governance by helping maintain consistent content structure, formatting, naming conventions, version control, repository organization, and approved publishing practices.
• Support content accessibility and usability by ensuring user‑facing materials are clear, current, findable, readable, and usable by both technical and non‑technical audiences.
• Partner with service owners to translate approved service direction into clear operational content, user guidance, FAQs, knowledge articles, job aids, templates, and support resources.
• Partner with the Communications / Service Readiness Lead to ensure new or updated services have the necessary documentation, intake paths, support model details, posting readiness, and user‑facing guidance before release.
• Help ensure service owner content and support materials remain operationally effective, current, and aligned to the approved service model.
• Capture user, service owner, and support feedback to identify recurring issues, process gaps, documentation weaknesses, unclear ownership, or opportunities to improve service clarity and delivery.
• Provide observations and recommendations to the Cybersecurity Solutions Support Manager to support continuous improvement, service maturity, content quality, and operational consistency.

• Required – University Degree or equivalent experience and minimum 5 years prior relevant experience, or Advanced Degree and minimum 3 years’ experience. Current IAM LevelI certification (Security+ or other). Experience in Cybersecurity, systems security or hardening. IT experience maintaining, updating, organizing, or publishing user‑facing documentation, knowledge articles, SOPs, templates, forms, or process guidance.
• Required – Compliance‑based auditing using RMF, DCSA Assessment and Authorization Process Manual (DAAPM), Joint SAP Implementation Guide (JSIG), NISPOM, and/or non‑defense regulations such as FAA, PCI, ISO
  9001, HIPAA. Experience working with and/or supporting computer technologies such as databases, operating systems, network hardware, software programs, hardware troubleshooting, or electronics.
• Preferred – Strong written and verbal communication skills with ability to make technical, cybersecurity, and process‑based information clear and usable for both technical and non‑technical audiences.
• Preferred – Experience with service management, ticketing, workflow, collaboration, or content management tools such as Jira Service Management, Jira, SharePoint, Microsoft Teams, Service Now, Confluence, or…