Project Leader (ITSM Specialist)

22nd Century Technologies, Inc.

Boca Raton, FL

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JOB DETAILS

SKILLS

Automation, Best Practices, Business Administration, Business Skills, Change Management, Change Requests/Orders, Communication Skills, Computer Science, Continuous Improvement, Cross-Functional, Data Quality, Document Change Management, Documentation, Establish Priorities, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Industry Standards, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Performance Analysis, Performance Metrics, Problem Solving Skills, Process Improvement, Process Management, Project Tracking, Project/Program Management, Quality Metrics, Reporting Skills, Risk Analysis, Risk Management, Root Cause Analysis, Service Delivery, Service Level Agreement (SLA), ServiceNow, Technical Leadership, Technical Support, Time Management, Training/Teaching, Workflow Analysis

LOCATION

Boca Raton, FL

POSTED

3 days ago

This is an ON-SITE POSITION, NOT REMOTE.

Position Overview
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.
Required Skillset
IT Change Management: 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.
IT Incident Management: Experience in incident detection, prioritization, and resolution. Should possess the ability to minimize business impact through efficient response and escalation procedures.
IT Problem Management: 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.
Certifications and Qualifications
ITIL Foundations Certification: Candidate must hold a current ITIL Foundations certificate, evidencing a thorough understanding of IT service management principles and terminology.
Process Improvement Expertise: 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.
ServiceNow Platform Experience: 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.
Key Responsibilities
1. Lead the development and continuous improvement of IT Change, Incident, and Problem Management processes, ensuring alignment with industry standards and organizational objectives.
2. 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.
3. Collaborate with stakeholders to analyze existing workflows, recommend enhancements, and implement changes that increase efficiency and reduce risk.
4. Monitor process performance metrics and provide regular reporting to management, highlighting achievements and areas for further improvement.
5. Deliver training and guidance to IT teams on best practices and updated procedures for managing changes, incidents, and problems.

Candidate Profile
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.
Education
Bachelor's degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.
Experience
A minimum of five (5) years' experience is required.

Complexity
Intermediate-level technical role. 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About the Company

22nd Century Technologies, Inc.

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

COMPANY SIZE

100 to 499 employees

INDUSTRY

Computer/IT Services

FOUNDED

1997

WEBSITE

https://www.tscti.com/careers-0

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