ITSM Specialist (ServiceNow) - FDOT (Boca Raton, FL)

BA Global Talent is seeking a qualified professional to join as an On-Site ITSM Specialist (ServiceNow) at the Florida Department of Transportation. You will play a pivotal role in supporting the organization's IT service delivery, ensuring effective management and continual improvement of critical IT processes. In this intermediate-level technical role, you will work closely with cross-functional teams to implement best practices, drive process optimization, and uphold service quality standards across core frameworks using the ServiceNow platform.

You would be joining a fantastic group of people who not only demonstrate their belief in BA and its mission but also deliver fantastic results. If you are a self-starter and can thrive in a fast-paced environment, then this is the role for you! Apply now for an opportunity to start or further your career with a young, fast-growing company that values its front line.

Responsibilities:

• Process Leadership: Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring direct alignment with industry standards and organizational objectives.
• Incident Management: Act as the Incident Manager and/or Major Incident Manager during high-priority incidents, coordinating rapid response, communication, and resolution efforts to minimize business impact and ensure the timely restoration of services.
• ServiceNow Workflow Maintenance: Assist with the execution and maintenance of ServiceNow workflows across core ITSM processes (Incident, Change, Request, and Problem Management), updating workflow states and validating task completions.
• Workflow Optimization: Collaborate with cross-functional stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
• Data Accuracy & Monitoring: Maintain data accuracy within CHG, INC, and REQ records, document routine process activities, monitor workflow transitions, and verify SLA timers under the close direction of project or program managers.
• Performance Metrics: Monitor process performance metrics and provide regular reporting to management, highlighting key achievements and identifying areas for further optimization.
• Governance Compliance: Follow established ServiceNow configuration standards, ensuring absolute adherence to defined approval paths, assignment rules, and process governance requirements.
• Training & Guidance: Deliver comprehensive training and guidance to IT teams regarding best practices and updated procedures for managing changes, incidents, and problems.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or another related field, or equivalent work experience.
• A minimum of 5 years of experience in IT Service Management environments.
• Must hold a current ITIL Foundations Certification, demonstrating a thorough understanding of IT service management principles and terminology.
• Hands-on experience utilizing the ServiceNow platform to manage, automate, report on, and optimize IT Change, Incident, and Problem Management workflows.
• Proven experience in IT Change Management (planning, coordinating, risk assessment, and post-implementation reviews) alongside IT Incident and Problem Management (incident detection, root cause identification, and long-term remediation strategies).
• Demonstrated analytical thinking and process improvement expertise, with a proven track record of leading process reviews that result in measurable service quality gains.
• Strong communication and stakeholder management skills to effectively coordinate cross-functional teams and train technical staff.
• Ability to submit your resume strictly in PDF or Word doc format, as other formats will be automatically disqualified.

On-Site: Boca Raton, FL 33434

Schedule: Monday to Friday, from 8 AM to 5 PM

Only resumes submitted in English will be considered.

All qualified applicants will receive consideration for job opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

BA Global Talent connects professionals across the Americas with meaningful opportunities at U.S. companies. We specialize in remote recruitment, HR operations, and workforce solutions, with a strong focus on transparency, support, and long-term success. At BA, you're never just a placement, you're part of a team that values growth, autonomy, and impact.