Website Pyramid Technology Solutions
Title: Project Lead – ServiceNow ITSM Specialist
Location: Boca Raton, FL (Onsite)
Duration: 12+ Months (Long-Term)
MUST HAVE ITIL AND SERVICENOW Certifications
Position Overview
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.
Required Skills
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.
Qualifications
• 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.
Responsibilities
• 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.
Education
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience.
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.
To apply for this job please visit www.linkedin.com.