IT Service Management Specialist

Job Title: IT Service Management Specialist Entry Level

Location:- Boca Raton FL. On-Site position

Duration:- 12 Months (could go long term)

Position Overview

The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organizations 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 ServiceNows 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.

Education

• Bachelors degree in Computer Science Information Systems Business Administration or other related field or equivalent work experience.

Experience

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

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.