IT Operations·Confirmed live in the last 24 hours·
Full-timeFort Lauderdale, FL, USA$50 - $53 /yr
About the Job
Requirements
At least 5 years of experience in IT process management, IT service management, or IT service delivery; experience in a large enterprise or utility/regulated environment is preferred.
Hands-on experience with ServiceNow, including ITSM modules for Incident, Problem, Change, and Request, and familiarity with ITAM/CMDB.
Working knowledge of Dell hardware/endpoint, Cisco networking, and Palo Alto Networks security/firewall technologies, with operational and process fluency; deep engineering expertise is not required.
Strong understanding of the ITIL framework and process governance principles.
Experience facilitating cross-functional process design and improvement initiatives with technical and non-technical stakeholders.
Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
Strong documentation and stakeholder management skills.
ITIL Foundation certification is preferred.
Experience in a utility, energy, or NERC/CIP-regulated environment is preferred.
ServiceNow certifications, such as CSA or ITSM Implementation Specialist, are a plus.
Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance is preferred.
Familiarity with change advisory board processes and enterprise change management at scale is preferred.
Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami-Dade corridor.
Responsibilities
Own and continuously improve core ITSM process areas—Incident, Problem, Change, Request, and Asset Management—within ServiceNow, aligning them with ITIL best practices.
Partner with infrastructure and network engineering teams to define and document ServiceNow ITAM processes governing Dell hardware and endpoint lifecycle, including procurement, deployment, refresh, and retirement.
Establish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and appropriate governance of network changes.
Design and enforce security-related operational processes with the security team for Palo Alto Networks firewall, security policy, and incident response workflows.
Serve as process owner and subject-matter expert across cross-functional teams, facilitating process workshops, gap analyses, and continuous improvement initiatives.
Develop and maintain process documentation, workflow diagrams, RACI matrices, and standard operating procedures for governed processes.
Monitor process KPIs and SLAs, including ticket resolution times, change success rates, and CMDB accuracy, and drive corrective action when performance gaps exist.
Support ServiceNow platform governance, including workflow configuration requests, module rollouts, and integrations with Dell, Cisco, and Palo Alto vendor tools where applicable.
Lead or support audits and compliance reviews related to IT process adherence, including NERC/CIP and internal controls, as applicable to the energy/utility environment.
Provide training and process guidance to technical teams and service desk staff to support consistent adoption.
Desired Qualifications
Experience in a utility, energy, or NERC/CIP-regulated environment.
ITIL Foundation certification.
ServiceNow certifications, such as CSA or ITSM Implementation Specialist.
Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance.
Familiarity with change advisory board processes and enterprise change management at scale.
Seeking a Process Manager to design, standardize, and govern IT operational processes spanning the organization's core infrastructure and security technology stack including ServiceNow (ITSM/ITAM/ITOM), Dell hardware and endpoint lifecycle management, Cisco networking infrastructure, and Palo Alto Networks security operations. This role sits at the intersection of process governance and vendor technology, working closely with infrastructure engineering, network operations, security, and service desk teams to ensure that incident, change, request, asset, and problem management processes are consistently defined, documented, and enforced across all supported platforms. The Process Manager will be the connective tissue between ServiceNow as the system of record and the underlying Dell, Cisco, and Palo Alto technology teams executing day-to-day operations. Key Responsibilities
Own and continuously improve core ITSM process areas (Incident, Problem, Change, Request, and Asset Management) within ServiceNow, ensuring alignment with ITIL best practices.
Partner with infrastructure and network engineering teams to define and document processes governing Dell hardware/endpoint lifecycle (procurement, deployment, refresh, retirement) within ServiceNow ITAM.
Establish and maintain change and configuration management processes for Cisco networking infrastructure, ensuring CMDB accuracy and proper change governance for network changes.
Design and enforce security-related operational processes in coordination with the security team for Palo Alto Networks firewall, security policy, and incident response workflows.
Serve as process owner/SME across cross-functional teams, facilitating process workshops, gap analyses, and continuous improvement initiatives.
Develop and maintain process documentation, workflow diagrams, RACI matrices, and SOPs for all governed processes.
Monitor process KPIs/SLAs (e.g., ticket resolution times, change success rates, CMDB accuracy) and drive corrective action where performance gaps exist.
Support ServiceNow platform governance, including workflow configuration requests, module rollouts, and integration with vendor tools (Dell, Cisco, Palo Alto) where applicable.
Lead or support audits and compliance reviews related to IT process adherence (e.g., NERC/CIP, internal controls) as applicable to the energy/utility environment.
Provide training and process guidance to technical teams and service desk staff to ensure consistent adoption.
Required Qualifications
5+ years of experience in IT process management, ITSM, or IT service delivery, ideally within a large enterprise or utility/regulated environment.
Hands-on experience with ServiceNow, including ITSM modules (Incident, Problem, Change, Request) and familiarity with ITAM/CMDB.
Working knowledge of infrastructure and security technologies from Dell (hardware/endpoint), Cisco (networking), and Palo Alto Networks (security/firewall) — deep engineering expertise not required, but strong operational/process fluency across these platforms is essential.
Strong understanding of ITIL framework and process governance principles; ITIL Foundation certification preferred.
Proven experience facilitating cross-functional process design and improvement initiatives with technical and non-technical stakeholders.
Excellent documentation, communication, and stakeholder management skills.
Bachelor's degree in Information Technology, Business, or related field (or equivalent experience).
Preferred Qualifications
Experience in a utility, energy, or NERC/CIP-regulated environment.
ServiceNow certification(s) (e.g., CSA, ITSM Implementation Specialist) a plus.
Experience with vendor/asset lifecycle management programs spanning hardware refresh cycles, network infrastructure changes, and security policy governance.
Familiarity with change advisory board (CAB) processes and enterprise change management at scale.
Location & Work Arrangement This role is based out of the AOB office in FT Lauderdale Florida on a hybrid schedule. Occasional travel to the Juno Beach Head Quarters and Miami office may be required to support cross-site process alignment, stakeholder workshops, or infrastructure/security team engagements. Candidates should be based within a commutable distance of the Palm Beach / Broward / Miami-Dade corridor.