Project Leader - ITSM

Agama Solutions • Boca Raton, FL

1d • Onsite

About The Position

This role is for a Project Leader focused on IT Service Management (ITSM), specifically in the areas of Change, Incident, and Problem Management. The position requires a strong understanding of ITIL frameworks and practical experience with the ServiceNow platform. The Project Leader will be responsible for developing, improving, and overseeing these critical ITSM processes, ensuring alignment with industry standards and organizational goals. A key aspect of the role involves acting as an Incident Manager during high-priority incidents to minimize business impact and ensure service restoration. Collaboration with stakeholders, process analysis, performance monitoring, and training are also essential duties.

Requirements

• Proven experience in planning, coordinating, and documenting changes within complex IT environments.
• Strong grasp of risk assessment, change evaluation, and post-implementation review processes.
• Experience in incident detection, prioritization, and resolution.
• Ability to minimize business impact through efficient response and escalation procedures.
• 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.
• ITIL Foundations Certification (current).
• Demonstrated ability to identify opportunities for process enhancement across IT Change, Incident, and Problem Management frameworks.
• Experience leading process reviews and implementing improvements that result in measurable service quality gains.
• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed