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# IT Service Management Specialist

- **Company:** CYNET SYSTEMS INC.
- **Location:** Boca Raton, FL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Systems, Information Technology, Data Analytics, Servicenow
- **Published:** June 4, 2026
- **Apply:** https://www.careerjet.com/jobad/usca61e9ee7a39f0ad4839497e08b39e99

## About the Role

* Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
 * Minimum 5 years of experience in IT Service Management environments.
 * Current ITIL Foundations Certification.
 * Proven experience with IT Change Management, including planning, coordination, risk assessment, change evaluation, and post-implementation reviews.
 * Hands-on experience with IT Incident Management processes, including incident prioritization, escalation, and resolution.
 * Strong experience in IT Problem Management, root cause analysis, and remediation planning.
 * Hands-on experience with the ServiceNow platform.
 * Experience with process automation, reporting, and workflow optimization within ServiceNow.

Experience:

 * 5+ years of IT Service Management experience.
 * Experience leading Change, Incident, and Problem Management processes.
 * Experience serving as Incident Manager or Major Incident Manager during high-priority incidents.
 * Experience implementing process improvements that result in measurable service quality gains.
 * Experience monitoring and reporting service management metrics.
 * Experience delivering ITSM training and process guidance.
 * Experience collaborating with cross-functional stakeholders and technical teams., * Strong analytical and problem-solving skills.
 * Excellent communication and stakeholder management abilities.
 * Strong project leadership and coordination skills.
 * Passion for process improvement and service excellence.
 * Ability to work effectively in cross-functional environments.
 * Commitment to continuous professional development.

Skills:

 * IT Change Management.
 * IT Incident Management.
 * IT Problem Management.
 * ServiceNow Administration and Workflow Management.
 * ITIL Framework.
 * Root Cause Analysis.
 * Process Improvement.
 * Risk Assessment.
 * Service Quality Management.
 * Process Automation.
 * Reporting and Metrics Analysis.
 * Stakeholder Management.
 * Training and Documentation.
 * Project Leadership.

Qualification and Education:

 * Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
 * ITIL Foundations Certification required.

## Description

* Lead the development, implementation, and continuous improvement of IT Change, Incident, and Problem Management processes.
 * Act as Incident Manager and/or Major Incident Manager during critical incidents.
 * Coordinate rapid response, communication, escalation, and resolution activities to minimize business impact.
 * Analyze existing workflows and identify opportunities for process optimization.
 * Implement process enhancements that improve efficiency and reduce operational risk.
 * Utilize ServiceNow to manage and optimize ITSM workflows and reporting.
 * Monitor process performance metrics and provide regular reports to management.
 * Deliver training and guidance on ITSM best practices and procedures.
 * Collaborate with stakeholders to ensure alignment with organizational goals and industry standards.
 * Support ongoing service quality improvement initiatives.


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