Back to jobs
New

Project lead (IT Service Management Specialist)

Boca Raton, FL

Assyst is seeking a Project Leader (IT Service Management Specialist) to support a State client in Boca Raton, FL. This role is critical to ensuring effective IT service delivery through the management and continuous improvement of core IT Service Management (ITSM) processes.

This is an entry-level technical position focused on supporting ITSM operations within the ServiceNow platform. The selected candidate will collaborate with cross-functional teams to implement best practices, optimize workflows, and maintain high service quality standards.

Key Responsibilities:

  • Lead the development and continuous improvement of Change, Incident, and Problem Management processes aligned with industry standards
  • Serve as Incident Manager / Major Incident Manager during high-priority incidents, ensuring rapid response and minimal business impact
  • Analyze existing workflows, recommend enhancements, and implement process improvements to increase efficiency and reduce risk
  • Monitor and report on process performance metrics, highlighting successes and areas for improvement
  • Provide training and guidance to IT teams on best practices and updated ITSM procedures
  • Assist in the execution and maintenance of Incident, Change, Request, and Problem Management workflows
  • Update workflow states and validate task completion to ensure process accuracy
  • Maintain data integrity across ITSM records (CHG/INC/REQ)
  • Monitor workflow transitions and ensure compliance with defined Service Level Agreements (SLAs)
  • Support process coordination under the direction of project and program managers
  • Ensure adherence to ServiceNow configuration standards, approval workflows, and governance requirements

Required Skills:

  • Experience in planning, coordinating, and documenting changes within complex IT environments
  • Strong understanding of risk assessment, change evaluation, and post-implementation reviews
  • Proficiency in incident detection, prioritization, and resolution
  • Effective escalation management to minimize business impact
  • Expertise in problem analysis and root cause identification
  • Ability to develop long-term remediation strategies and implement proactive prevention measures

Certifications & Qualifications:

  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience)
  • ITIL Foundation Certification (Required)
  • Demonstrated ability to:
    • Identify and implement process improvements across ITSM frameworks
    • Lead process reviews with measurable service quality outcomes
  • Hands-on experience with ServiceNow, including:
    • Change, Incident, and Problem Management workflows
    • Process automation, reporting, and system integrations


ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in ASSYST, Inc.’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.