Project Leader (IT Service Management Specialist)

PSR Associates Inc

Boca Raton, FL

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JOB DETAILS

SKILLS

Automation, Best Practices, Business Administration, Business Skills, Change Management, Change Requests/Orders, Communication Skills, Computer Science, Consulting, Continuous Improvement, Cross-Functional, Data Quality, Document Change Management, Documentation, Establish Priorities, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Industry Standards, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Process Management, Project Tracking, Project/Program Management, Quality Metrics, Reporting Skills, Risk Analysis, Risk Management, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), ServiceNow, Technical Leadership, Technical Support, Time Management, Training/Teaching, Workflow Analysis

LOCATION

Boca Raton, FL

POSTED

3 days ago

PSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.

Project Leader (ITSM Specialist) Position Description
We are seeking a Project Leader (ITSM Specialist) to join our team. The selected candidate will have a specialization in IT Change, Incident, and Problem Management. To perform these duties, they ll work onsite in Boca Raton, FL alongside the other project team members.

Position Overview:
The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our customers organization 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 ServiceNow's capabilities for process automation, reporting, and integration with other IT service management tools.

Key Responsibilities:

Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.
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.
Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.
Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.

Candidate Profile:
The ideal candidate will be an analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential. The candidate should have a track record of successful project delivery in IT Service Management environments and be committed to ongoing professional development.

Education:

Bachelor s degree in computer science, Information Systems, Business Administration or another related field or equivalent work experience.

Experience:

A minimum of five (5) years experience is required.

Complexity:
Intermediate-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.

*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***

Project Leader (IT Service Management Specialist)

PSR Associates Inc

Boca Raton, FL

About the Company

PSR Associates Inc

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