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

BA Global Talent • Jacksonville, FL

13h • Onsite

About The Position

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.

Requirements

• 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.
• Only resumes submitted in English will be considered.

Responsibilities

• Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring direct alignment with industry standards and organizational objectives.
• 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.
• 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.
• Collaborate with cross-functional stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
• 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.
• Monitor process performance metrics and provide regular reporting to management, highlighting key achievements and identifying areas for further optimization.
• Follow established ServiceNow configuration standards, ensuring absolute adherence to defined approval paths, assignment rules, and process governance requirements.
• Deliver comprehensive training and guidance to IT teams regarding best practices and updated procedures for managing changes, incidents, and problems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level