ServiceNow ITSM Specialist

Title: Project Lead ServiceNow ITSM Specialist
Location: Boca Raton, FL (Onsite)
Duration: 12+ Months (Long-Term)

MUST HAVE ITIL AND SERVICENOW Certifications.

Position Overview
The Project Lead / IT Service Management Specialist will support IT service delivery and continuous improvement of ITSM processes. The successful candidate will work with cross-functional teams to implement best practices, optimize processes, and maintain service quality using the ServiceNow platform.

Required Skills
IT Change Management:
* Experience planning, coordinating, and documenting changes within complex IT environments.
* Strong understanding of risk assessment, change evaluation, and post-implementation reviews.

IT Incident Management:
* Experience with incident detection, prioritization, escalation, and resolution.
* Ability to minimize business impact through effective response procedures.

IT Problem Management:
* Experience with problem analysis, root cause identification, and long-term remediation strategies.
* Ability to drive proactive measures to prevent recurring incidents.

Qualifications
* Current ITIL Foundation Certification.
* Experience identifying and implementing process improvements across ITSM frameworks.
* Hands-on ServiceNow experience supporting Change, Incident, and Problem Management processes.
* Experience with workflow automation, reporting, and integrations.

Responsibilities
* Lead development and continuous improvement of Change, Incident, and Problem Management processes.
* Act as Incident Manager and/or Major Incident Manager during high-priority incidents.
* Analyze workflows and implement process improvements.
* Monitor process metrics and provide reporting.
* Deliver training and guidance on ITSM best practices and procedures.

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

Experience
* Minimum 10+ years of relevant IT Service Management experience.
* Support and maintain ServiceNow workflows across Incident, Change, Request, and Problem Management.
* Monitor workflow transitions and SLA compliance.
* Maintain data accuracy within ServiceNow records.
* Follow established ServiceNow standards, approval paths, assignment rules, and governance requirements.