Join Our Team
Do you want to make an impact on the world around you? The work we do at Kyra Solutions directly impacts government entities and the citizens they serve. In Transportation practice, our solutions are designed to save lives on the roadways and in our Regulatory practice, we are designing solutions to make government digital for your accessibility. Kyra works hard to offer long-term growth potential, competitive wages, and continuous professional development for our employees.
Title: Project Leader (IT Service Management Specialist) (On-site)
Location: Boca Raton, FL || Duration: Long-Term
Required Skills and Experience
* Minimum of 2 years experience is required.
* 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.
* 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.
Primary Responsibilities
* 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.
* 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.
Education
* Bachelors or Masters Degree in Computer Science, Information Systems or other related field or equivalent work experience.
Certification
* ITIL Foundations Certification: Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.
If you are interested in furthering your career with Kyra and help us improve the way governments serve their citizens, please send your resume, and make sure to include salary expectation, availability, and contact information. You do not want to miss this opportunity!
Why Kyra?
Founded in 1997, Kyra Solutions is a national leader of transportation technology and regulatory solutions in government. We specialize in the art and science of digital transformation in government. Our commitment to providing the highest level of service and tailored solutions has supported our consistent double-digit growth for over a decade. We are headquartered in the greater Tampa Bay area with other offices across Florida and an innovation center in Silicon Valley, CA. Because of our dedication to our employees, we have won one of the Best Companies to Work for in Florida 3 years in a row by Florida Trend magazine. Kyra has won numerous other awards including the coveted INC magazine's recognition as one of America's Fastest Growing Companies several years in a row. Kyra's commitment to our employees, to best practices in project management and business analysis, and to solution development has led to our achievement in becoming the first Project Management Institute certified company in Florida. Our proven successful track record has resulted in several prestigious awards including the State of Florida's Diversity Business of the Year Award. We are proud to be a sponsor for the TaxWatch Productivity Awards and partner to Florida TaxWatch.
Background & References
Verifiable professional references will be required along with the resume; however, references will be checked/contacted after the interview and before the project starts. Level two background check will be done on the selected candidate for employment, criminal (State & Federal), education, and others as mandated by the client. Please make sure your resume and all other information provided are accurate. Any misrepresentation will mean permanent disqualification by the client. Equal employment opportunity employer.
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