Project Lead / IT Service Management Specialist
Pyramid Technology Solutions
Boca Raton, United States of America
2 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
SeniorJob location
Boca Raton, United States of America
Tech stack
Information Systems
Systems Integration
Change Tracking
Information Technology
ServiceNow
Job description
The Project Lead / IT Service Management Specialist will support IT service delivery and continuous improvement of ITSM processes. The successful candidate will work with cross-functional teams to implement best practices, optimize processes, and maintain service quality using the ServiceNow platform., * Lead development and continuous improvement of Change, Incident, and Problem Management processes.
- Act as Incident Manager and/or Major Incident Manager during high-priority incidents.
- Analyze workflows and implement process improvements.
- Monitor process metrics and provide reporting.
- Deliver training and guidance on ITSM best practices and procedures.
Requirements
MUST HAVE ITIL AND SERVICENOW Certifications., IT Change Management:
- Experience planning, coordinating, and documenting changes within complex IT environments.
- Strong understanding of risk assessment, change evaluation, and post-implementation reviews.
IT Incident Management:
- Experience with incident detection, prioritization, escalation, and resolution.
- Ability to minimize business impact through effective response procedures.
IT Problem Management:
- Experience with problem analysis, root cause identification, and long-term remediation strategies.
- Ability to drive proactive measures to prevent recurring incidents., * Current ITIL Foundation Certification.
- Experience identifying and implementing process improvements across ITSM frameworks.
- Hands-on ServiceNow experience supporting Change, Incident, and Problem Management processes.
- Experience with workflow automation, reporting, and integrations., * Bachelor s degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience., * Minimum 10+ years of relevant IT Service Management experience.
- Support and maintain ServiceNow workflows across Incident, Change, Request, and Problem Management.
- Monitor workflow transitions and SLA compliance.
- Maintain data accuracy within ServiceNow records.
- Follow established ServiceNow standards, approval paths, assignment rules, and governance requirements.