Technical Support Analyst (TSA)

To realize our full potential, RTX is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.

The following position is to join our RTX Enterprise Services team:

The Technical Support Analyst will work as the front-line primary liaison between the production sustainment team and various stakeholders. The role is to support the translation of attributes into meaningful requirements that can be used by the software development team to ascertain issues and to define meaning solution. The TSA will have both business and technical acumen for the purposes of supporting new code development. The role also is responsible for sustaining system support and administrative duties of gathering ad hoc data and develop the respected reporting.

This position may support multiple platforms. In a situation where the Support Analyst is assigned to a COTS package i.e., vendor supported application the SA will perform duties above as a liaison to the software vendor and will act as a coordinator if issues arise with the vendor software or the environment where the COTS package

What You Will Do:

• Work effectively in a geographically distributed team environment - able to partner with others as needed to complete assignments and requests
• Prioritize the work for the team and communicate backlog status to the customers as appropriate
• Responding to, documenting and resolving service tickets in a timely manner according to SLA (Service Now, etc.)
• Provide exceptional customer service in person, via phone and email as appropriate
• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Initial Reviewer of Error Messages from the system
• Become a functional expert for the applications to support the sustaining team
• Creating requirements or refining requirements from the client
• Testing the application in system test
• Go between for the client and the developers including:

1)Coordinate System Password Updates (Downtime scheduled with Client)

2)Interfacing with the client for UAT

3)Attend Change Control Board Meetings

4) Main client contact for the applications

• Source for Application Status and information, including keeping enterprise level service catalog up to date and keeping application Support documentation
• Organize and manage compliance upgrades - working with development, server, and database administrators
• In some instances, managing recurring application data loads
• In some instances, performing user administration activities
• Work effectively in a geographically distributed team environment - able to partner with others as needed to complete assignments and requests
• Prioritize the work for the team and communicate backlog status to the customers as appropriate
• On occasion, perform small project management activities, including facilitating the "Transition to Sustainment" process for new applications
• Facilitate Disaster Recovery exercises and update Disaster Recovery plans, as appropriate
• Assist with the Authorization to Operate (ATO) process for various applications

*On smaller applications the developer may also be the Support Analyst

Qualifications You Must Have:

• Bachelor's degree in Computer Science, or a related discipline with 8+ years of relevant experience or an Advanced degree with 5+ years of relevant experience
• Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one work area.
• Strong analytical skills and excellent verbal and written communication skills utilizing various platforms (i.e., Zoom, MS Teams, Office 365, etc.)
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

What We Offer:

Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.

#reempowerprogram

This role is also eligible for the Re-Empower Program. The Re-Empower Program helps support talented and committed professionals as they rebuild their capabilities, enhance leadership skills, and continue their professional journey. Over the course of the 14-week program, experienced professionals will gain paid, on-the-job experience, have an opportunity to participate in sessions with leadership, develop personalized plans for success and receive coaching to guide their return-to-work experience. Upon completion of the program, based on performance and contributions participants will be eligible for a career at RTX.

Minimum Program Qualifications:

To qualify for the RTX, Re-Empower Program, candidates should:

• Be on a career break of one or more year at time of application
• Have prior experience in functional area of interest
• Have interest in returning in either a full-time or part-time position

The salary range for this role is 101,000 USD - 203,000 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company's performance.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.

RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window.

RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

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