Project Leader IT Service Management (ITSM)

Boca Raton, FL - USA

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description

The Project Leader / IT Service Management (ITSM) Specialist is responsible for supporting and enhancing the organizations IT service delivery through effective implementation and continuous improvement of core ITSM processes. This role focuses on ensuring the efficient management of Change Incident and Problem Management functions while maintaining high service quality standards.

The individual will collaborate with cross-functional teams to analyze workflows optimize processes and implement best practices aligned with industry standards. The role requires hands-on experience with the ServiceNow platform to manage workflows drive automation and support data-driven decision-making.

This position is ideal for a detail-oriented professional with strong analytical skills a process-driven mindset and a commitment to service excellence within an IT Service Management environment.

Key Responsibilities

Lead and support the development implementation and continuous improvement of IT Change Incident and Problem Management processes
Act as Incident Manager or Major Incident Manager during high-priority incidents ensuring timely response coordination and resolution
Collaborate with stakeholders to evaluate existing processes identify gaps and implement improvements to enhance efficiency and reduce risk
Monitor service performance metrics including SLAs and KPIs and provide regular reporting with actionable insights
Maintain and manage ITSM workflows within ServiceNow ensuring data accuracy and adherence to governance standards
Support workflow execution by updating records validating task completion and monitoring process transitions
Ensure compliance with defined approval processes assignment rules and ITSM governance frameworks
Assist in root cause analysis and implementation of preventive measures to reduce recurring incidents
Provide training and guidance to IT teams on ITSM best practices and updated procedures
Support project and program teams in executing ITSM-related initiatives and maintaining operational consistency

Job Description The Project Leader / IT Service Management (ITSM) Specialist is responsible for supporting and enhancing the organizations IT service delivery through effective implementation and continuous improvement of core ITSM processes. This role focuses on ensuring the efficient management of...

Job Description

This position is ideal for a detail-oriented professional with strong analytical skills a process-driven mindset and a commitment to service excellence within an IT Service Management environment.

Key Responsibilities

Lead and support the development implementation and continuous improvement of IT Change Incident and Problem Management processes
Act as Incident Manager or Major Incident Manager during high-priority incidents ensuring timely response coordination and resolution
Collaborate with stakeholders to evaluate existing processes identify gaps and implement improvements to enhance efficiency and reduce risk
Monitor service performance metrics including SLAs and KPIs and provide regular reporting with actionable insights
Maintain and manage ITSM workflows within ServiceNow ensuring data accuracy and adherence to governance standards
Support workflow execution by updating records validating task completion and monitoring process transitions
Ensure compliance with defined approval processes assignment rules and ITSM governance frameworks
Assist in root cause analysis and implementation of preventive measures to reduce recurring incidents
Provide training and guidance to IT teams on ITSM best practices and updated procedures
Support project and program teams in executing ITSM-related initiatives and maintaining operational consistency