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ITSM Lead
Job in
Boca Raton, Palm Beach County, Florida, 33481, USA
Listed on 2026-06-06
Listing for:
Dataman USA
Full Time
position Listed on 2026-06-06
Job specializations:
-
IT/Tech
IT Project Manager, IT Consultant
Job Description & How to Apply Below
Job Details:
Title:
IT Service Management Specialist
Duration:
6+ months With High chances of Extension
Location:
Boca Raton, FL(ONSITE)
ROLES AND RESPOSIBILITIES :
- Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.
- Act as Incident Manager and/or Major Incident Manager during high priority incidents, coordinating rapid response, communication, and resolution efforts to minimize business impact and ensure timely restoration of services.
- Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
- Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.
- Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.
- Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.
- ITIL Foundations Certification: Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.
- Process Improvement Expertise: Demonstrated ability to identify opportunities for process enhancement across all three frameworks. Experience leading process reviews and implementing improvements that result in measurable service quality gains.
- Service Now Platform
Experience:
Hands-on experience utilizing the Service Now platform to manage and optimize IT Change, Incident, and Problem Management - A minimum of five (5) years' experience.
Service Now
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