Project Leader (ITSM Process Administrator) (Onsite)

Vitaver & Associates • Boca Raton, FL

7d • Onsite

About The Position

13998 – Project Leader (ITSM Process Administrator) (Onsite) – Boca Raton, FL Start Date : ASAP Type: Temporary Project Estimated Duration : 12+ months with possible extensions Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the client. Only candidates able to relocate as required should apply to avoid removal from future consideration. Required: Availability to work 100% of the time at the Client’s site in Boca Raton, FL (required); Experience in project management (2+ years); Experience in successful project delivery in IT Service Management environments; 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; Experience in incident detection, prioritization, and resolution with the ability to minimize business impact through efficient response and escalation procedures; Experience with problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems; Experience identifying opportunities for process enhancement across all three frameworks; Experience leading process reviews and implementing improvements that result in measurable service quality gains; Experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management workflows; Experience leveraging ServiceNow's capabilities for process automation, reporting, and integration with other IT service management tools. Responsibilities include but are not limited to the following: Supports the execution and continuous improvement of IT Change, Incident, and Problem Management processes in alignment with ITIL best practices and organizational standards; Assists with incident and major incident coordination by tracking issue progress, facilitating communication, and supporting timely service restoration efforts; Maintains and updates ServiceNow records for incidents, changes, requests, and problems to ensure data accuracy, proper workflow transitions, and SLA compliance; Monitors ITSM process performance metrics and prepares routine reports to help identify trends, risks, and opportunities for process improvement; Collaborates with cross-functional IT teams to analyze existing workflows and implement approved process enhancements under project leadership guidance; Provides training support and documentation to help IT teams follow updated procedures and best practices for Change, Incident, and Problem Management; Follows established governance, approval paths, and configuration standards within ServiceNow to ensure consistent and controlled service delivery

Requirements

• Availability to work 100% of the time at the Client’s site in Boca Raton, FL (required)
• Experience in project management (2+ years)
• Experience in successful project delivery in IT Service Management environments
• 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
• Experience in incident detection, prioritization, and resolution with the ability to minimize business impact through efficient response and escalation procedures
• Experience with problem analysis, root cause identification, and long-term remediation strategies. Capable of driving proactive measures to prevent future incidents and problems
• Experience identifying opportunities for process enhancement across all three frameworks
• Experience leading process reviews and implementing improvements that result in measurable service quality gains
• Experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management workflows
• Experience leveraging ServiceNow's capabilities for process automation, reporting, and integration with other IT service management tools

Responsibilities

• Supports the execution and continuous improvement of IT Change, Incident, and Problem Management processes in alignment with ITIL best practices and organizational standards
• Assists with incident and major incident coordination by tracking issue progress, facilitating communication, and supporting timely service restoration efforts
• Maintains and updates ServiceNow records for incidents, changes, requests, and problems to ensure data accuracy, proper workflow transitions, and SLA compliance
• Monitors ITSM process performance metrics and prepares routine reports to help identify trends, risks, and opportunities for process improvement
• Collaborates with cross-functional IT teams to analyze existing workflows and implement approved process enhancements under project leadership guidance
• Provides training support and documentation to help IT teams follow updated procedures and best practices for Change, Incident, and Problem Management
• Follows established governance, approval paths, and configuration standards within ServiceNow to ensure consistent and controlled service delivery

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees