Project Ldr. (ITSM Specialist) INTERMEDIATE-BOCA

Job Title: Mid-Level Project Leader IT Service Management (ITSM) Specialist
Location: Boca Raton FL
Duration: Approximately 13 months (through June 30 2027)
Work Type: On-site Contract

We are hiring for the role of Mid-Level Project Leader IT Service Management (ITSM) Specialist. Below are the key details:

This is an intermediate-level role supporting IT service delivery through the execution and maintenance of ITSM processes - specifically IT Change Incident and Problem Management - using the ServiceNow platform. The candidate will work to implement best practices drive process optimization and uphold service quality standards in alignment with industry frameworks.

• Lead development and continuous improvement of IT Change Incident and Problem Management processes

• Act as Incident Manager and/or Major Incident Manager during high-priority incidents driving rapid response and resolution

• Analyze existing workflows recommend enhancements and implement efficiency improvements

• Monitor process performance metrics and provide regular reporting to management

• Deliver training and guidance to IT teams on ITSM best practices

• Update workflow states validate task completions maintain data accuracy within CHG/INC/REQ records

• Monitor workflow transitions verify SLA timers coordinate process steps per defined governance standards

• Minimum 5 years of experience in IT Service Management

• Proven IT Change Management experience: planning coordinating documenting changes; risk assessment and post-implementation review

• IT Incident Management: detection prioritization resolution escalation

• IT Problem Management: root cause analysis long-term remediation proactive incident prevention

• Hands-on ServiceNow platform experience: workflow automation reporting ITSM integration

• ITIL Foundations Certification (current required)

• Strong process improvement expertise with measurable outcomes

Bachelors degree in Computer Science Information Systems Business Administration or related field - or equivalent work experience.