Project Leader (ITSM Specialist)

Description
Job Description:
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.
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.
Complexity
Entry-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.
ONSITE
Job Type & Location
This is a Contract position based out of Boca Raton, FL.
Pay and Benefits
The pay range for this position is $30.00 - $35.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Boca Raton,FL.
Application Deadline
This position is anticipated to close on Apr 16, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.