Analysis Skills, Best Practices, Business Administration, Change Management, Communication Skills, Computer Science, Cross-Functional, Document Change Management, Establish Priorities, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Leadership, Management of Information Systems/Technology (MIS), Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Metrics, Reporting Skills, Risk Analysis, Root Cause Analysis, Service Delivery, ServiceNow, Technical Leadership, Technical Support, Training/Teaching
IT Service Management Specialist
Location: Boca Raton, FL
Duration: 12 months, Onsite
Position Overview:
The Project Leader/IT Service Management Specialist will enhance IT service delivery by managing and improving critical IT processes. This role involves working with cross-functional teams to implement best practices and optimize processes using the ServiceNow platform.
Key Responsibilities:
- Lead the development and improvement of IT Change, Incident, and Problem Management processes.
- Act as Incident Manager during high-priority incidents to ensure rapid response and service restoration.
- Collaborate with stakeholders to recommend workflow enhancements and implement changes.
- Monitor process performance metrics and provide regular reports to management.
- Deliver training and guidance on best practices for managing changes, incidents, and problems.
Required Skillset:
- IT Change Management: Experience in planning, coordinating, and documenting changes within complex IT environments. Strong risk assessment and change evaluation skills are required.
- IT Incident Management: Ability to detect, prioritize, and resolve incidents efficiently to minimize business impact.
- IT Problem Management: Expertise in problem analysis, root cause identification, and long-term remediation strategies.
- An analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential.
Experience:
A minimum of five (5) years' experience is required.
Certifications and Qualifications:
- ITIL Foundations Certification: Current certification is required.
- Process Improvement Expertise: Experience in leading process reviews and implementing improvements for measurable service quality gains.
- ServiceNow Platform Experience: Hands-on experience in managing IT Change, Incident, and Problem Management workflows using ServiceNow.
Education:
Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience.