Project lead (IT Service Management Specialist)

ASSYST, Inc.•Boca Raton, FL

About The Position

Assyst is seeking a Project Leader (IT Service Management Specialist) to support a State client in Boca Raton, FL. This role is critical to ensuring effective IT service delivery through the management and continuous improvement of core IT Service Management (ITSM) processes. This is an entry-level technical position focused on supporting ITSM operations within the ServiceNow platform. The selected candidate will collaborate with cross-functional teams to implement best practices, optimize workflows, and maintain high service quality standards.

Requirements

Experience in planning, coordinating, and documenting changes within complex IT environments
Strong understanding of risk assessment, change evaluation, and post-implementation reviews
Proficiency in incident detection, prioritization, and resolution
Effective escalation management to minimize business impact
Expertise in problem analysis and root cause identification
Ability to develop long-term remediation strategies and implement proactive prevention measures
Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience)
ITIL Foundation Certification (Required)
Demonstrated ability to: Identify and implement process improvements across ITSM frameworks
Lead process reviews with measurable service quality outcomes
Hands-on experience with ServiceNow, including: Change, Incident, and Problem Management workflows
Process automation, reporting, and system integrations

Responsibilities

Lead the development and continuous improvement of Change, Incident, and Problem Management processes aligned with industry standards
Serve as Incident Manager / Major Incident Manager during high-priority incidents, ensuring rapid response and minimal business impact
Analyze existing workflows, recommend enhancements, and implement process improvements to increase efficiency and reduce risk
Monitor and report on process performance metrics, highlighting successes and areas for improvement
Provide training and guidance to IT teams on best practices and updated ITSM procedures
Assist in the execution and maintenance of Incident, Change, Request, and Problem Management workflows
Update workflow states and validate task completion to ensure process accuracy
Maintain data integrity across ITSM records (CHG/INC/REQ)
Monitor workflow transitions and ensure compliance with defined Service Level Agreements (SLAs)
Support process coordination under the direction of project and program managers
Ensure adherence to ServiceNow configuration standards, approval workflows, and governance requirements