Service Request Catalog Lead; Hybird

US-IA-CEDAR RAPIDS-121 ~ 350 Collins Rd NE ~ BLDG 121

United States of America

Hybrid

Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

None/Not Required

Not Required

Collins Aerospace is a leader in technologically advanced, intelligent solutions that help redefine the aerospace and defense industry. With a comprehensive portfolio and deep technical expertise, we help customers meet the demands of the global market. Join us and help shape the future of aerospace and defense.

The Service Request Catalog Lead is responsible for the design, governance, and continual improvement of the Collins Service Request Catalog within the IT Service Management (ITSM) framework. This role ensures catalog items are well-defined, efficient, user-friendly, and aligned to ITIL best practices and RTX standards.

This role will collaborate closely with ITSM Process Owners, RTX Service Now platform team, and cross-functional Digital Technology (DT) stakeholders to identify catalog opportunities, gather and refine requirements, support catalog development, and coordinate testing and releases.

This role also supports broader ITSM operational responsibilities, including backlog management, ITSM training, and request performance monitoring.

• Serve as the accountable owner of the ITSM Service Request Catalog, ensuring catalog items meet business needs, ITSM standards, and user experience expectations.
• Identify and prioritize opportunities for new or improved catalog items, leveraging stakeholder feedback, business demand, and performance data.
• Lead requirement gathering and validation with service owners and cross‑functional partners, ensuring clarity, accuracy, and alignment to user experience, compliance, and ITIL guidelines.
• Oversee catalog item design, workflow architecture, and technical development in collaboration with RTX Service Now development teams and fulfillment groups.
• Establish and govern a standardized, scalable catalog maintenance process, ensuring items remain accurate, relevant, and supported throughout their lifecycle.
• Monitor and report on catalog performance (SLAs, cycle times, aging, satisfaction), driving remediation plans and continuous improvement initiatives.
• Manage Collins DT‑wide service request backlogs, proactively identifying bottlenecks, workflow defects, and systemic issues; coordinate resolution of orphaned RITMs and catalog‑related operational gaps.
• Facilitate cross‑team communication and alignment, ensuring consistent understanding of request processes, dependencies, and fulfillment expectations.
• Deliver training, guidance, and documentation for catalog usage, ITSM request processes, and Service Now best practices.
• Represent the Service Catalog function in ITSM governance forums, working groups, and enterprise improvement initiatives.
• Apply ITIL‑based methodologies to evaluate and optimize service request processes, driving standardization, efficiency, and improved service quality.
• Partner closely with ITSM Process Owners to support operational stability and lead ongoing optimization efforts across the request management ecosystem.
• Develop and deliver catalog education through monthly forums, including presenting performance metrics and creating clear, engaging content to inform and support stakeholders.

• Typically requires a University Degree and minimum 8 years prior relevant experience or an Advanced Degree in…