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.