IT Service Management Specialist - ServiceNow

Job Summary

IT Service Management Specialist (ServiceNow) Support IT service delivery by managing and improving IT Change, Incident, and Problem Management processes using ServiceNow. Assist with planning, coordination, and documentation of IT changes, performing risk assessments and post-implementation reviews. Detect, prioritize, and resolve IT incidents to minimize business impact, following established escalation procedures. Analyze and resolve root causes of IT problems, implementing proactive measures to prevent recurrence. Monitor and report on process performance metrics, identifying and implementing opportunities for process improvement and efficiency. Collaborate with cross-functional teams and stakeholders to optimize ITSM workflows and ensure alignment with organizational objectives. Act as Incident Manager or Major Incident Manager during high-priority incidents, coordinating rapid resolution and communications. Deliver training and guidance to IT teams on best practices and process updates. Maintain data accuracy in ServiceNow records (Change, Incident, Request, Problem), update workflow states, and validate task completions. Follow established ServiceNow configuration standards, ensuring compliance with approval paths, assignment rules, and governance requirements.

Requirements

• At least 2 years’ experience
• ITIL Foundation certification
• Bachelor’s degree or equivalent experience

Qualifications

• Strong communication, analytical, and stakeholder management skills

Benefits

• On-site role in Boca Raton, FL
• 12+ month contract