Project Leader

RESPONSIBILITIES:
Kforce has a client that is seeking a Project Leader in Boca Raton, FL.

Summary:
The Project Leader/IT Service Management Specialist supports the delivery and continuous improvement of core IT Service Management (ITSM) processes. This role partners with cross-functional IT teams to implement best practices, optimize workflows, and maintain service quality standards, primarily using the ServiceNow platform. The position is hands-on and process-focused, with an emphasis on operational execution, reporting, and service excellence.

Entry-Level Role Scope (Complexity):
* Supports execution and maintenance of ServiceNow workflows across Incident, Change, Request, and Problem Management

Performs tasks such as:
* Updating workflow states and validating task completion
* Maintaining data accuracy within CHG, INC, and REQ records
* Documenting routine process activities and updates
* Assists project and program managers by monitoring workflow transitions, verifying SLA timers, and coordinating straightforward process steps
* Operates under close guidance while following established ITSM and ServiceNow standards

Key Responsibilities:
* Lead and support the development, execution, and continuous improvement of IT Change, Incident, and Problem Management processes
* Serve as Incident Manager and/or Major Incident Manager for high-priority incidents, coordinating response, triage, and resolution efforts
* Analyze existing ITSM workflows and collaborate with stakeholders to recommend and implement efficiency improvements
* Monitor process metrics, SLA performance, and workflow health; Provide regular reporting and insights to leadership

REQUIREMENTS:
* Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field - or equivalent professional experience
* Minimum 2 years of experience working in IT Service Management or IT operations environments

Certifications & Qualifications:
* ITIL Foundation Certification (required)
* Demonstrated experience with process improvement initiatives and measurable service quality gains

IT Change Management:
* Experience planning, coordinating, and documenting changes in complex IT environments
* Strong understanding of change risk assessment, impact analysis, approvals, and post-implementation reviews

IT Incident Management:
* Experience detecting, prioritizing, escalating, and resolving incidents
* Ability to minimize business impact through structured response and communication practices

IT Problem Management:
* Knowledge of root cause analysis and long-term remediation strategies
* Experience driving preventative measures to reduce recurring incidents

Hands-on experience with the ServiceNow platform, including:
* Change, Incident, Request, and Problem Management workflows
* Reporting, metrics tracking, and workflow automation

* The ideal candidate is analytical, detail-oriented, and motivated by process improvement and service reliability
* Strong communication, documentation, and stakeholder coordination skills are essential
* The candidate should be comfortable working within structured processes while continuously identifying opportunities for improvement and learning

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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