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ITSM Specialist

Ubertal Inc

Boca Raton, FL

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JOB DETAILS
SALARY
$66.67
SKILLS
Automation, Best Practices, Business Administration, Change Management, Computer Science, Continuous Improvement, Data Quality, Document Change Management, Establish Priorities, IT Service Management (ITSM), Incident Management, Information Systems/Technology IS/IT Administration, Performance Analysis, Performance Metrics, Process Improvement, Process Management, Quality Metrics, Reporting Skills, Risk Analysis, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), ServiceNow, Standards Development, Technical Leadership, Technical Support, Workflow Analysis
LOCATION
Boca Raton, FL
POSTED
2 days ago

Job Title: Mid-Level Project Leader IT Service Management (ITSM) Specialist
Location: Boca Raton, FL
Duration: Approximately 13 months (through June 30, 2027)
Work Type: On-site | Contract

We are hiring for the role of Mid-Level Project Leader IT Service Management (ITSM) Specialist. Below are the key details:

Role Overview

This is an intermediate-level role supporting IT service delivery through the execution and maintenance of ITSM processes - specifically IT Change, Incident, and Problem Management - using the ServiceNow platform. The candidate will work to implement best practices, drive process optimization, and uphold service quality standards in alignment with industry frameworks.

Key Responsibilities

  • Lead development and continuous improvement of IT Change, Incident, and Problem Management processes

  • Act as Incident Manager and/or Major Incident Manager during high-priority incidents, driving rapid response and resolution

  • Analyze existing workflows, recommend enhancements, and implement efficiency improvements

  • Monitor process performance metrics and provide regular reporting to management

  • Deliver training and guidance to IT teams on ITSM best practices

  • Update workflow states, validate task completions, maintain data accuracy within CHG/INC/REQ records

  • Monitor workflow transitions, verify SLA timers, coordinate process steps per defined governance standards

Required Skills & Experience

  • Minimum 5 years of experience in IT Service Management

  • Proven IT Change Management experience: planning, coordinating, documenting changes; risk assessment and post-implementation review

  • IT Incident Management: detection, prioritization, resolution, escalation

  • IT Problem Management: root cause analysis, long-term remediation, proactive incident prevention

  • Hands-on ServiceNow platform experience: workflow automation, reporting, ITSM integration

  • ITIL Foundations Certification (current, required)

  • Strong process improvement expertise with measurable outcomes

Education

Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field - or equivalent work experience.

About the Company

U

Ubertal Inc