Position Title
Project Leader – IT Service Management Specialist (Intermediate)
Location
Boca Raton, FL (On-Site)
Telecommuting is not an option for this position.
Compensation
Up to $70/hr C2C or 1099
Overview
TekBank is seeking an experienced IT Service Management (ITSM) Specialist to support Florida's Turnpike Enterprise. This role will focus on IT Change Management, Incident Management, and Problem Management processes while driving continuous service improvement initiatives through the ServiceNow platform.
The selected candidate will collaborate with technical teams, business stakeholders, and leadership to optimize service delivery, improve operational processes, reduce risk, and enhance service quality across enterprise IT environments.
Responsibilities
- Lead the development and continuous improvement of:
- IT Change Management
- IT Incident Management
- IT Problem Management
- Ensure ITSM processes align with organizational objectives and industry best practices
- Serve as Incident Manager and/or Major Incident Manager during high-priority incidents
- Coordinate incident response, escalation, communications, and resolution activities
- Perform change risk assessments and post-implementation reviews
- Conduct root cause analysis and develop long-term remediation strategies
- Collaborate with stakeholders to analyze and improve IT service workflows
- Implement process enhancements that improve efficiency, service quality, and operational effectiveness
- Monitor ITSM performance metrics and service delivery KPIs
- Prepare management reports highlighting performance trends and improvement opportunities
- Deliver training and guidance on ITSM best practices and updated procedures
- Support ServiceNow workflow administration and optimization activities
- Maintain workflow accuracy within:
- Incident Management
- Change Management
- Problem Management
- Request Management
- Monitor SLA compliance and workflow transitions
- Ensure adherence to ServiceNow governance standards, approval paths, and assignment rules
- Support project and program managers with ITSM-related initiatives
Required Qualifications
- Minimum 5 years of experience in:
- IT Service Management
- IT Operations
- IT Process Management
- Service Delivery Management
- Proven experience with:
- IT Change Management
- IT Incident Management
- IT Problem Management
- Experience conducting:
- Risk assessments
- Change evaluations
- Root cause analysis
- Post-implementation reviews
- Experience serving as Incident Manager or Major Incident Manager
- Strong process improvement and workflow optimization experience
- Hands-on experience with the ServiceNow platform
Education
- Bachelor’s Degree in:
- Computer Science
- Information Systems
- Business Administration
- Related field
- Equivalent professional experience may substitute for educational requirements
Required Certifications
- Current ITIL Foundations Certification
Required Knowledge, Skills & Abilities
- Strong knowledge of ITIL service management principles and practices
- Advanced understanding of:
- Incident Management
- Change Management
- Problem Management
- Request Management
- Experience leveraging ServiceNow for:
- Workflow management
- Process automation
- Reporting
- Service delivery optimization
- Strong root cause analysis and troubleshooting skills
- Ability to identify and implement process improvement opportunities
- Strong stakeholder management and communication skills
- Ability to facilitate collaboration between technical and business teams
- Experience monitoring and managing SLA performance
- Strong documentation, reporting, and presentation skills
- Ability to function effectively in fast-paced enterprise environments
Preferred Qualifications
- Experience supporting enterprise ITSM environments
- Experience leading service improvement initiatives
- Experience implementing ITIL-based operational frameworks
- Experience supporting large-scale ServiceNow environments
Work Schedule Requirements
- Monday through Friday
- Standard business hours
- Additional hours may be required during major incidents, implementations, or critical operational events
Background Requirements
- Must be able to successfully pass a Level 1 background screening prior to start
Interview Requirements
- First-round interviews may be conducted remotely via Microsoft Teams at management discretion
- Final interviews may be conducted onsite at the Tolls Data Center in Boca Raton
Additional Information
- This is a re-advertised position
- Florida's Turnpike Enterprise is accepting up to three candidate submissions per vendor
- Candidate submissions are due June 9, 2026, at 2:00 PM ET
Diversity & Inclusion Statement
TekBank is committed to fostering a diverse and inclusive workplace. We are proud to be an equal opportunity employer and welcome candidates from all backgrounds and experiences.