IT Service Management Specialist

Job Title: IT Service Management Specialist Entry Level

Location:- Boca Raton FL. On-Site position

Duration:- 12 Months (could go long term)

Position Overview

The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organization's 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.
  
  

Education

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

Experience

A minimum of two (2) years' experience is required.

Complexity

• Entry-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.