Project Leader; ITSM Process Administrator; Onsite

Information Technology / Telecommunications Project Leader (ITSM Process Administrator) (Onsite)

Estimated Duration: 12+ months with possible extensions
Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the client.
Only candidates able to relocate as required should apply to avoid removal from future consideration.

• Availability to work 100% of the time at the Client’s site in Boca Raton, FL (required).
• Experience in planning, coordinating, and documenting changes within complex IT environments. (5+ years).
• Experience with risk assessment, change evaluation, and post-implementation review processes.
• Experience in incident detection, prioritization, and resolution.
• Experience in minimizing business impact through efficient response and escalation procedures.
• Experience in problem analysis, root cause identification, and long-term remediation strategies.
• Experience in driving proactive measures to prevent future incidents and problems.
• Experience utilizing the Service Now platform to manage and optimize IT Change, Incident, and Problem Management.
• Experience to leverage Service Now’s capabilities for process automation, reporting, and integration with other IT service management tools.
• Current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.

• 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.