ServiceNow ITSM Analyst

Job Title: ServiceNow ITSM Analyst / Project Leader (IT Change, Incident, & Problem Management)

Location: Boca Raton, Florida – Onsite

Duration: 6+ month contract

Position Overview

STAFFXPERT LLC is seeking a ServiceNow ITSM Analyst / Project Leader on behalf of our client in Boca Raton, Florida.

The Project Leader / IT Service Management Specialist will play a pivotal role in supporting IT service delivery by managing and improving critical IT processes. This role involves collaborating with cross-functional teams to implement best practices, drive process optimization, and maintain service quality using the ServiceNow platform.

Key Responsibilities
• Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes aligned with industry standards and organizational objectives.
• Act as Incident Manager or Major Incident Manager during high-priority incidents, coordinating response, communication, and resolution efforts to minimize business impact.
• Analyze existing workflows, recommend enhancements, and implement changes to improve efficiency and reduce operational risk.
• Monitor process performance metrics and provide regular reporting to management.
• Deliver training and guidance to IT teams on ITSM best practices and updated procedures.
• Assist in the execution and maintenance of ServiceNow workflows, ensuring data accuracy and compliance with process governance requirements.

Required Qualifications
• Minimum of 2 years of experience in IT Service Management, with hands-on exposure to IT Change, Incident, and Problem Management.
• ITIL Foundations Certification demonstrating strong understanding of ITSM principles.
• Hands-on experience with ServiceNow, including workflow configuration, process automation, and reporting.
• Proven ability to coordinate and manage high-priority incidents.
• Strong analytical, process improvement, and problem-solving skills.
• Excellent communication and stakeholder management capabilities.

Preferred Qualifications
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience).
• Experience leading process improvement initiatives across ITSM frameworks.
• Knowledge of integrating ServiceNow with other IT service management tools.