Project Leader/ IT Service Management (ITSM) Specialist/ Service Now

Project Leader / IT Service Management (ITSM) Specialist – ServiceNow

We are seeking a Project Leader / IT Service Management (ITSM) Specialist to support and enhance IT service delivery processes within our organization.

This opportunity is based onsite in Boca Raton, FL and is open to direct applicants only (no third-party submissions).

This role is ideal for an early-career IT professional with hands-on ServiceNow experience and a solid understanding of ITSM best practices. You will play a key role in maintaining and improving core IT service management processes, including Incident, Change, Request, and Problem Management, while collaborating with cross-functional teams to ensure service quality and continuous improvement.

Key Responsibilities:

• Support the execution and maintenance of ServiceNow workflows across ITSM processes (Incident, Change, Request, Problem).
• Update workflow states, validate task completion, and ensure data accuracy within CHG/INC/REQ records.
• Monitor workflow transitions and verify SLA compliance.
• Assist in coordinating process steps under the direction of project/program managers.
• Follow established ServiceNow configuration standards, including approval paths and assignment rules.
• Lead or support continuous improvement initiatives across ITSM processes.
• Act as Incident Manager / Major Incident Manager for high-priority incidents when needed.
• Collaborate with stakeholders to analyze workflows and implement process enhancements.
• Track and report on process performance metrics and improvement opportunities.
• Provide training and guidance to IT teams on ITSM best practices and procedures.

Required Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field (or equivalent experience).
• Minimum of 2 years of ITSM experience.

Required Skills:

• IT Change Management: Experience with planning, risk assessment, and post-implementation reviews.
• IT Incident Management: Strong ability to prioritize, escalate, and resolve incidents efficiently.
• IT Problem Management: Experience with root cause analysis and long-term remediation strategies.
• ServiceNow: Hands-on experience managing ITSM workflows, automation, and reporting.

Certifications:

• ITIL Foundation Certificate (Required)

Preferred Qualifications:

• Experience with process improvement initiatives and workflow optimization.
• Strong analytical and communication skills.
• Ability to work in a collaborative, fast-paced environment.