IT Service Management (ITSM)

IT Service Management (ITSM)
Location: West Palm Beach FL
Hire Type: Contract

Strong understanding of IT Service Management (ITSM) principles and change management processes.
Ability to support the lifecycle of technical changes from initiation to closure.
Familiarity with change classification (Standard Normal Emergency) and risk/impact assessment.
Working knowledge of compliance frameworks such as SOX ISO 27001 NERC CIP HIPAA or similar.
Ability to apply organizational compliance policies to technology change workflows.
Skill in ensuring audit readiness documentation accuracy and adherence to control processes.
Ability to understand core IT infrastructure components (servers applications networks cloud systems).
Experience interpreting technical change requirements and translating them into compliant change records.
Comfort working with technical teams to validate feasibility risks and dependencies.
Hands on experience with ITSM platforms such as ServiceNow Remedy Cherwell or Jira Service Management.
Ability to update workflows validate change details and maintain accurate records in the system of records.
Skills in generating compliance and change related metrics or dashboards.
Strong written and verbal communication skills for coordinating with technical teams compliance partners and business stakeholders.
Ability to explain process requirements guide teams through compliance steps and escalate issues when necessary.
Experience facilitating CAB preparation or supporting CAB activities.
Ability to analyze change details for accuracy risk completeness and compliance alignment.
Skill in identifying process inconsistencies or gaps and recommending corrective actions.
Ability to support root cause analysis for failed or non compliant changes.
Strong capability to maintain precise records supporting documentation and audit ready evidence.
Ability to ensure all required approvals and validations are completed before changes progress.
Ability to manage multiple change requests simultaneously while maintaining compliance standards.
Skill in prioritizing tasks in a fast paced technical and regulatory environment.
Ability to work closely with IT security compliance and operational teams.
Ability to identify opportunities to streamline or improve change management procedures.
Roles & Responsibilities
Technical Change Support: Collaborate with IT teams to understand the technical implications of proposed changes and ensure they meet compliance standards. Assist in developing technical documentation for change requests and implementation plans.
Compliance Coordination: Ensure all changes comply with organizational policies and relevant regulations. Assist in preparing audit documentation and compliance reports as needed.
Documentation and Reporting: Maintain precise documentation for change management activities ensuring all change requests approvals and implementation records are complete and accurate. Provide regular updates to stakeholders on compliance-related change initiatives.
Risk Assessment: Support the identification and mitigation of risks associated with technical and compliance changes ensuring minimal disruption to operations.
Stakeholder Engagement: Engage with technical and compliance teams to gather input and feedback on change impacts and mitigation strategies.
Training and Guidance: Develop and deliver training sessions to educate employees on technical and compliance change management processes.
Performance Monitoring: Monitor change implementation outcomes to ensure they meet technical and compliance objectives. Assist in the evaluation of change effectiveness and compliance adherence.
CAB Participation: Assist in organizing and participating in Change Advisory Board (CAB) meetings providing insights into technical and compliance implications of changes.
Qualifications:
Generic Managerial Skills If any
Strong technical understanding of IT systems and infrastructure.
Familiarity with compliance standards and regulations.
Excellent verbal and written communication skills.
Strong analytical and problem-solving skills with attention to detail.
Ability to work collaboratively across technical and compliance teams.
Certifications: ITIL certification or relevant compliance certifications (such as CISM CRISC) are preferred.