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Job Title: Change Manager
Job Location: Boca Raton, FL (On-Site)
Job Type: Contract (Thru 6/30/27)
Overview
We’re seeking an experienced Project Leader / IT Service Management (ITSM) Specialist with a strong background in IT Change, Incident, and Problem Management. In this role, you’ll help drive consistent, high-quality IT service delivery by optimizing core ITSM processes and enabling operational excellence using the ServiceNow platform.
What You’ll Do
- Lead the development and continuous improvement of Change, Incident, and Problem Management processes, aligning to ITSM best practices and organizational goals.
- Serve as Incident Manager and/or Major Incident Manager during high-priority incidents—coordinating response, escalation, stakeholder communication, and restoration activities to minimize business impact.
- Partner with cross-functional stakeholders to assess current workflows, identify gaps, and implement enhancements that improve efficiency and reduce risk.
- Track process performance and report key metrics to leadership, highlighting progress and opportunities for improvement.
- Provide training, documentation, and guidance to IT teams on updated procedures and best practices.
- Support day-to-day ServiceNow ITSM workflow execution and maintenance across Incident, Change, Request, and Problem Management:
- Update workflow states and validate task completion
- Ensure data quality and accuracy in CHG/INC/REQ records
- Monitor workflow transitions and SLA timers
- Document routine process activities in accordance with governance standards
- Follow established ServiceNow configuration and governance standards, including approval paths, assignment rules, and process controls.
Required Qualifications
- 5+ years of experience in an IT Service Management environment.
- Current ITIL Foundations certification.
- Proven experience in:
- IT Change Management (planning, coordination, documentation, risk assessment, evaluation, post-implementation review)
- IT Incident Management (detection, prioritization, escalation, resolution, minimizing business impact)
- IT Problem Management (root cause analysis, remediation planning, proactive prevention)
- Hands-on experience using ServiceNow to manage and optimize ITSM workflows, including automation and reporting.
Education
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field or equivalent professional experience.
Ideal Candidate Profile
- Analytical and process-oriented with a passion for continuous improvement and service excellence.
- Strong communicator who can coordinate teams and drive clarity during high-pressure incidents.
- Effective stakeholder partner who can influence adoption of standardized processes and governance.
Nice-to-Have (If Applicable)
- Experience creating dashboards/operational reporting for ITSM metrics (e.g., SLA performance, MTTR, change success rate).
- Experience supporting enterprise-scale or regulated environments.
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.