IT Service Management Specialist Boca Raton, FL; Onsite

Location: Boca Raton, FL

Duration: 12 months, Onsite

Position Overview:

The Project Leader/IT Service Management Specialist will enhance IT service delivery by managing and improving critical IT processes. This role involves working with cross-functional teams to implement best practices and optimize processes using the Service Now platform.

Key Responsibilities:

• Lead the development and improvement of IT Change, Incident, and Problem Management processes.
• Act as Incident Manager during high-priority incidents to ensure rapid response and service restoration.
• Collaborate with stakeholders to recommend workflow enhancements and implement changes.
• Monitor process performance metrics and provide regular reports to management.
• Deliver training and guidance on best practices for managing changes, incidents, and problems.

Required Skillset:

• IT Change Management: Experience in planning, coordinating, and documenting changes within complex IT environments. Strong risk assessment and change evaluation skills are required.
• IT Incident Management: Ability to detect, prioritize, and resolve incidents efficiently to minimize business impact.
• IT Problem Management: Expertise in problem analysis, root cause identification, and long-term remediation strategies.
• An analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential.

Experience:

A minimum of five (5) years' experience is required.

Certifications and Qualifications:

• ITIL Foundations Certification: Current certification is required.
• Process Improvement Expertise: Experience in leading process reviews and implementing improvements for measurable service quality gains.
• Service Now Platform Experience: Hands-on experience in managing IT Change, Incident, and Problem Management workflows using Service Now.

Education:

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience.