IT Service Management Specialist

Job Description
BIICS, Inc is looking to fill a IT Service Management Specialist position. The position is located in Boca Raton, Florida and work is onsite. If you or someone in your network meet the qualifications and are interested in the position, please contact us at the link below.


IT Service Management Specialist

The Project Leader/IT Service Management Specialist will play a pivotal role in supporting our organization's IT service delivery, ensuring effective management and continual improvement of critical IT processes. The successful candidate will work closely with cross-functional teams to implement best practices, drive process optimization, and uphold service quality standards using the ServiceNow platform. The ideal candidate will be an analytical thinker with a passion for process optimization and service excellence. Strong communication and stakeholder management skills are essential. The candidate should have a track record of successful project delivery in IT Service Management environments and be committed to ongoing professional development.

Responsibilities:

• Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.
• Act as Incident Manager and/or Major Incident Manager during high priority incidents, coordinating rapid response, communication, and resolution efforts to minimize business impact and ensure timely restoration of services.
• Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
• Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.
• Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.
• Assists with the execution and maintenance of ServiceNow workflows across core ITSM processes, including Incident, Change, Request, and Problem Management.
• Performs assigned tasks such as updating workflow states, validating task completions, maintaining data accuracy within CHG/INC/REQ records, and documenting routine process activities.
• Supports the project team by monitoring workflow transitions, verifying SLA timers, and coordinating straightforward process steps under close direction of project and/or program managers.
• Follows established ServiceNow configuration standards, ensuring adherence to defined approval paths, assignment rules, and process governance requirements.

Requirements

Potential candidate must possess the following:

• Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.
• A minimum of five (5) years' experience is required.
• Proven experience in planning, coordinating, and documenting changes within complex IT environments.
• Must demonstrate a strong grasp of risk assessment, change evaluation, and post-implementation review processes.
• Experience in incident detection, prioritization, and resolution.
• Should possess the ability to minimize business impact through efficient response and escalation procedures.
• In-depth knowledge of problem analysis, root cause identification, and long-term remediation strategies.
• Capable of driving proactive measures to prevent future incidents and problems.
• Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.
• Demonstrated ability to identify opportunities for process enhancement across all three frameworks.
• Experience leading process reviews and implementing improvements that result in measurable service quality gains.
• Hands-on experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management workflows.
• Demonstrated ability to leverage ServiceNow's capabilities for process automation, reporting, and integration with other IT service management tools.

Business Intelligence & Informatics Consulting Services, Inc. (BIICS, Inc) is a business and information management solutions company serving clients in both the public and private sector. With access to new opportunities every day, BIICS, Inc is a premier source for placing highly skilled individuals with the most sought-after career opportunities and salaries.


Please send resumes or inquiries to View email address on click.appcast.io for more information regarding this or other potential positions you may be interested in.


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