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Project Leader (IT Service Management Specialist)

V2Soft

Boca Raton, FL

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JOB DETAILS
SKILLS
Artificial Intelligence (AI), Automation, Best Practices, Business Administration, Business Skills, Business Solutions, Capability Maturity Model Integration (CMMI), Change Management, Cloud Computing, Community Support, Computer Science, Continuous Improvement, Document Change Management, Establish Priorities, Fortune 500 Customers, ISO (International Organization for Standardization), IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Industry Standards, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Leadership, Management of Information Systems/Technology (MIS), Nonprofit, Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Quality Metrics, Reporting Skills, Risk Analysis, Risk Management, Root Cause Analysis, ServiceNow, Software Engineering, Technical Leadership, Technical Recruiting, Testing, Time Management, Training/Teaching, Workflow Analysis
LOCATION
Boca Raton, FL
POSTED
3 days ago
V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquarteerd in Bloomfiled Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company!
Please visit us at www.v2soft.com  to know more . 



 
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.
Education:
  • Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.
Experience:
  • A minimum of five (5) years' experience is required.

V2Soft is an Equal Opportunity Employer ( EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.
https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.  

About the Company

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V2Soft

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