Principal Specialist, HR Ops Hypercare Enablement

RTX

. Support successful transition of transformational and MA&D initiatives from development to deployment and operational sustainment .

Posted 10/15/2026full-timeUnited StatesLead💰 $86,800 - $165,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing ServiceNow case queues and developing hypercare strategies to ensure operational stability. Proven ability to identify process improvement opportunities and drive cross-functional collaboration in support of transformational initiatives.

Highest-signal resume keywords

ServiceNow Case ManagementOperational EnhancementsProject ManagementAnalytical Problem-SolvingHR Operations Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Queue ManagementCase Management InfrastructureDeployment PlanningOperational StabilityProcess Improvement

Soft Skills

Attention to DetailWritten CommunicationVerbal Communication

Tools & Technologies

ServiceNowRTX Systems

Industry Keywords

Transformational InitiativesMA&D ProjectsGlobal ProjectsContinuous Improvement

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Support successful transition of transformational and MA&D initiatives from development to deployment and operational sustainment
Partner with project leaders and subject matter experts to develop hypercare strategies
Manage ServiceNow case queues, including ticket assignment, status, criticality, and closure
Identify and resolve complex operational and production issues
Develop hypercare strategies and deployment plans for operational stability
Translate project execution requirements into case management infrastructure
Lead resolution of operational/production defects across transformational and MA&D projects
Support executive dashboard reporting and leadership issue status updates
Drive cross-functional and cross-business unit collaboration and project management
Collaborate with the RTX Case Management configuration team on deployment and process improvement opportunities
Identify process improvement opportunities and support effective adoption of new solutions

Requirements

What you’ll need

University Degree or equivalent experience and minimum 5 years prior relevant experience, or an Advanced Degree in a related field and minimum 3 years’ experience
Experience with queue management utilizing ServiceNow or other ticketing software
Experience supporting HR Operations, global projects or program management
Experience supporting operational enhancements, continuous improvement projects, or system transitions
Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future
Familiarity with RTX systems, programs, or processes preferred
High attention to detail with a commitment to accuracy and compliance preferred
Strong analytical and problem-solving skills preferred
Strong written and verbal communication skills preferred

Benefits

Comp & perks

Compensation, healthcare, wellness, retirement and work/life benefits
Parental (including paternal) leave
Flexible work schedules
Achievement awards
Educational assistance
Child/adult backup care
Medical, dental and vision insurance
Life insurance
Short-term disability
Long-term disability
401(k) match
Flexible spending accounts
Employee assistance program
Employee Scholar Program
Paid time off
Holidays
Annual short-term and/or long-term incentive compensation programs (eligibility dependent on position and collective-bargaining coverage)