Project Leader (ITSM Process Administrator) (Onsite)

Information Technology / Telecommunications Project Leader (ITSM Process Administrator) (Onsite) Estimated Duration: 12+ months with possible extensions Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the client. Only candidates able to relocate as required should apply to avoid removal from future consideration. Required: Availability to work 100% of the time at the Client’s site in Boca Raton, FL (required). Experience in planning, coordinating, and documenting changes within complex IT environments. (5+ years). Experience with risk assessment, change evaluation, and post-implementation review processes. Experience in incident detection, prioritization, and resolution. Experience in minimizing business impact through efficient response and escalation procedures. Experience in problem analysis, root cause identification, and long-term remediation strategies. Experience in driving proactive measures to prevent future incidents and problems. Experience utilizing the ServiceNow platform to manage and optimize IT Change, Incident, and Problem Management. Experience to leverage ServiceNow’s capabilities for process automation, reporting, and integration with other IT service management tools. Current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology. Responsibilities include but are not limited to the following: 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. #J-18808-Ljbffr