Project Leader/IT Service Management Specialist Location: Boca , FL

Position ID: 621060-PLITSM                              

Title: Project Leader/IT Service Management Specialist (Service now/IT Change Management/Incident Management/Problem Management/ITIL Certification)

Location: Boca , FL

Travel required: 5%

Telecommute: no 

Skills: "Project Leader/IT Service Management Specialist “; ServiceNow platform; IT Change Management/Incident Management/Problem Management; Major Incident Manager; ITIL Certification; MS Project/Office/Visio/Sharepoint, Agile, Software tools, SDLC; methodologies; Testing; Presentations, DOCUMENTATATION, Govt

Note : Please reply ONLY if you

1) Can work on-site from day one. NO REMOTE option allowed

2) have all the Required skill set and have worked as a "Project Leader/IT Service Management Specialist (Service now/IT Change Management/Incident Management/Problem Management/ITIL Certification)" in a large & Complex IT Environment. 

3) can meet the min required experience as defined under the MANDATORY Skill 

4) can provide at least 3 verifiable experience from completed and/or substantially completed jobs that closely match this request + fill out a skill Matrix + Resume Certification Form

5) Can go through a background check including fingerprinting + Agree to a Mandatory Web cam interview at your own cost once you are 1 of the TOP candidates.

6) have A Competitive Rate

7 will be available in July/Aug 2026 timeframe as the Start date after a successful interview takes a minimum of 3 weeks.

Each staff member assigned to this project must have a background screening that is equivalent to a Level Two (2) screening standard.

This is a fixed fee/hourly based project which is inclusive of travel, lodging, per diem expenses and all other costs associated with the completion of the associated tasks.

May be required to periodically travel between BOCA, Ocoee and Pompano Beach

Interviews:  

In the event an interview is requested, in-person interviews will be conducted at Boca Raton, Florida.  At the discretion of the manager, interviews may be conducted remotely via Microsoft Teams.  A phone interview may also be requested as a first step.

Telecommuting:  

Telecommuting is not an option for this position. This is NOT a remote position.

Position Overview

The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organization''s IT service delivery, ensuring effective management and continual improvement of critical IT processes. The successful candidate will work closely with cross-functional teams to implement best practices, drive process optimization, and uphold service quality standards using the ServiceNow platform.

Education: Bachelor’s degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.

Mandatory Experience:

A minimum of 11-12 years of IT work experience, including 5 or more years managing projects.

Required Skillset

 IT Change Management: Proven experience in planning, coordinating, and documenting changes within complex IT environments. Must demonstrate a strong grasp of risk assessment, change evaluation, and post-implementation review processes.

 IT Incident Management: Experience in incident detection, prioritization, and resolution. Should possess the ability to minimize business impact through efficient response and escalation procedures.

 IT Problem Management: In-depth knowledge of problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems.

Certifications and Qualifications

 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.

 ServiceNow Platform Experience: Hands-on experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management

workflows. Demonstrated ability to leverage ServiceNow''s capabilities for process automation, reporting, and integration with other IT service management tools.

Key Responsibilities

1. Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.

2. 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.

3. Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.

4. Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.

5. Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.

Candidate Profile

The ideal candidate will be an analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential. The candidate should have a track record of successful project delivery in IT Service Management environments and be committed to ongoing professional development.

Complexity: Intermediate-level technical role. Assists with the execution and maintenance of ServiceNow workflows across core ITSM processes, including Incident, Change, Request, and Problem Management. Performs assigned tasks such as updating workflow states, validating task completions, maintaining data accuracy within CHG/INC/REQ records, and documenting routine process activities. Supports the project team by monitoring workflow transitions, verifying SLA timers, and coordinating straightforward process steps under close direction of project and/or program managers. Follows established ServiceNow configuration standards, ensuring adherence to defined approval paths, assignment rules, and process governance requirements.

Incumbent may be required to work before, during and/or beyond normal work hours or days in the event of an emergency. Emergency duty required of the incumbent includes working in special needs or Red Cross shelters, or performing other emergency duties including, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.

"When replying please make sure to list your (All Inclusive) Compensation requirements !!!"

Note : This is a Full time ON SITE Contract Position !!