Process Change Management ITSM Specialist, Entry

KLC Consulting, Inc.

Requirement for:      Process Change Management ITSM Specialist, Entry – Boca Raton, FL

Contact:                     Maggie Manning: 850-270-9732, MManning@klcinc.us

Client:                         Florida Department of Transportation, Tolls Data Center, 7941 Glades Rd., Boca Raton, FL 33434

Closes:                        April 10, 2025 by 11am EST

For Term:                  Through 6/30/26 (400 hours) with possible extension, based on excellence in work provided, need and budget availability.

ON-SITE POSITION: This is an ON-SITE POSITION, NOT REMOTE. This position will be located at the Tolls Data Center, 7941 Glades Rd., Boca Raton, FL 33434.  In the event an interview is requested, in-person interviews will be conducted at the Tolls Data Center in Boca Raton.  At the discretion of the manager, first-round interviews may be conducted remotely via Microsoft Teams.

Overview: The 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.

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.

Key Responsibilities:

1.      Oversee the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.

2.      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.

3.      Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.

4.      Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.

5.      Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.

Background Checks: A Level 1 background check is required before a Staff member may start at the Department. In addition, background checks shall be performed on incumbent Staff members whenever the formal renewal process takes place (when a new State Term Contract is in place).

Face to Face Interviews: At the hiring manager’s discretion, interviews may be conducted via Microsoft Teams or in person.

Requirements:

·         Must Attach a Resume

·         Must Complete the following Education, Experience, and Skills Matrices

·         Must Complete the attached Exhibit E Form, Resume Self-Certification Form (See Attachment)

Educations, Experience and Skills Matrix

Education

Degree/Date Received

University

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

Certifications

Certification Date

Certifier

ITIL Foundations Certification: Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.

Experience / Skillset

Years of Experience

Last Year Skill Used

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

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.

Qualifications

Years of Experience

Skill Level

(See Below)

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.

Profile

Years of Experience

Skill Level

(See Below)

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.