Position Details

Salary $38 – $51 USD / year

Type Full-Time

Experience mid

Exp. Years 2+ years

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

Category IT Support & Helpdesk

About this role

IT Service Management Specialist focused on ITIL-aligned Change, Incident, and Problem Management using ServiceNow to drive service quality in Boca Raton.

Key Responsibilities

Lead development and continuous improvement of IT Change, Incident, and Problem Management processes
Act as Incident Manager and/or Major Incident Manager during high priority incidents
Collaborate with stakeholders to analyze workflows and implement changes
Monitor process performance metrics and provide regular reporting
Deliver training and guidance to IT teams on ITSM best practices

Technical Overview

ServiceNow-based ITSM with ITIL Foundation framework; processes include Change, Incident, Problem, Major Incident Management; metrics, reporting, and process automation.

Ideal Candidate

The ideal candidate is a mid-level ITSM professional with 2+ years of ITIL-based change/incident/problem management experience in ServiceNow, capable of driving process improvements and providing cross-functional training; must relocate to Boca Raton.

Must-Have Skills

Bachelor’s degree or equivalent work experience2+ years of IT Service Management experienceITIL Foundations certificationExperience using ServiceNowAbility to plancoordinateand document changesRisk assessment and post-implementation review experience

Nice-to-Have Skills

Process automationReportingIntegration with ITSM toolsExperience driving process improvements

Tools & Platforms

ServiceNow

Required Skills

Bachelor’s degree or equivalent work experience2+ years ITSM experienceITIL FoundationsServiceNowChange ManagementIncident ManagementProblem ManagementMajor Incident ManagementPost-Implementation ReviewRisk AssessmentProcess DocumentationProcess AutomationReportingRoot Cause AnalysisCross-functional CollaborationIT Service Management

Hard Skills

ServiceNowITIL FoundationsChange ManagementIncident ManagementProblem ManagementMajor Incident ManagementPost-implementation ReviewRisk AssessmentProcess DocumentationProcess AutomationReportingRoot Cause AnalysisCross-functional CollaborationIT Service ManagementBachelor’s degree2+ yearsOn-siteBoca RatonRelocate before starting workServiceNow platform

Soft Skills

CommunicationCollaborationLeadershipTrainingProblem-solvingAnalytical skillsAttention to detail

Certifications

Required

ITIL Foundation

Industry & Role

Industry Consulting

Job Function Lead IT service management initiatives using ServiceNow to optimize Change, Incident, and Problem workflows and drive service quality.

Role Subtype IT Support Specialist

Tech Domains ITSM / ServiceNow, ServiceNow, Incident Management, Change Management, Problem Management

Keywords for Your Resume

ServiceNowITIL FoundationChange ManagementIncident ManagementProblem ManagementMajor Incident ManagementPost-implementation ReviewRisk AssessmentProcess DocumentationProcess AutomationReportingRoot Cause AnalysisCross-functional CollaborationIT Service ManagementBachelor’s degree2+ yearsOn-siteBoca RatonRelocate before starting workServiceNow platformPost-Implementation Review

Deal Breakers

Not willing to relocate to Boca Raton, FL, On-site work required, Lack of ITIL certification or ServiceNow experience

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IT Service Manager Specialist

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