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Role: ServiceNow ITSM Analyst / Project Leader

Location: Boca Raton, Florida – Onsite

Duration: Contract

Position Overview

• The Project Leader/IT Service Management Specialistwill play a pivotal role in supporting our organization''sIT service delivery, ensuring effective managementand continual improvement ofcritical IT processes. The successfulcandidate will workclosely with cross-functional teamsto implement best practices, drive process optimization, and uphold service quality standards using the ServiceNow platform.

Required Skillset

• IT Change Management: Provenexperience in planning,coordinating, and documentingchanges within complex IT environments.Must demonstrate a strong grasp of risk assessment,change evaluation, and post-implementation review processes.
• IT Incident Management: Experiencein 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-termremediation strategies. Capable of driving proactive measures to prevent future incidents and problems.

Certifications and Qualifications

• ITIL Foundations Certification: Candidatemust hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT servicemanagement principles and terminology.
• Process Improvement Expertise: Demonstratedability to identify opportunities for process enhancement across all three frameworks. Experience leading process reviewsand implementing improvementsthat result in measurable service quality gains.
• ServiceNow Platform Experience: Hands-onexperience utilizing the ServiceNow platform to manage and optimizeIT Change, Incident, and ProblemManagement workflows. Demonstrated abilityto leverage ServiceNow''scapabilities for process  automation, reporting, and integration with other IT service management tools.

Key Responsibilities

• Leadthe 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.
• Collaboratewith stakeholders to analyze existing workflows,recommend enhancements, and implement changes that increase efficiency and reduce risk.
• Monitorprocess performance metricsand provide regular reporting to management, highlighting achievements and areas for further improvement.
• Delivertraining and guidance to ITteams on best practices and updated procedures for managing changes, incidents, and problems.

Candidate Profile

• The ideal candidate will bean analytical thinkerwith a passion for processoptimization and service excellence. Strongcommunication and stakeholdermanagement skills are essential. The candidateshould have a track record of successful project delivery in IT  Service Management environments and be committed to ongoing professional development.

Education

• Bachelor’sdegree in computer science,Information Systems, Business Administrationor other related field or equivalent work experience.

Experience

• A minimum of two (2)years’ experience is required.

Complexity

• Entry-leveltechnical role. Assists with the executionand 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/REQrecords, and documenting routine process activities.Supports the project team bymonitoring workflow transitions, verifying SLAtimers, and coordinating straightforward process steps under close direction of project and/or program managers. Follows establishedServiceNow configuration standards, ensuring adherence to defined approval paths, assignment rules, and process governance requirements.