IT Intake Coordinator

Key Responsibilities

• Serve as the primary intake point of contact for all work submitted through the ESM platform, including operational tickets, enhancement requests, production issues, business support needs, and project support requests.
• Review incoming tickets for clarity, completeness, categorization, and required documentation.
• Triage, categorize, and prioritize requests following defined workflows and service management practices.
• Lead the intake and coordination forum and collaborate with the management team, creating awareness of tickets, discussing prioritization, and identifying logical grouping opportunities.
• Prepare summaries, decision logs, and follow-up assignments.
• Communicate intake and prioritize outcomes to requestors and ensure next steps are documented.
• Route items to Business Analysts, Project Managers, Developers, or Operations teams as appropriate.
• Monitor ticket progress throughout their lifecycle; ensuring agreed upon resolution is met.
• Support team with requirements gathering and producing documentation such as meeting summaries and action logs.
• Support process mapping, workflow reviews, documentation updates, and analysis of required changes.
• Provide operational support to the Program Manager, including maintaining dashboards, progress tracking, and preparing status updates.
• Track risks, issues, decisions, and follow-up items across assigned workstreams.
• Ensure adherence to PMO standards, processes, and documentation expectations.
• Manage small-scale projects/initiatives, including maintaining project schedules, task lists, action items, and stakeholder communications, and meeting coordination.

Required Skills & Qualifications

• 2+ years of experience in project coordination or project management
• 2+ years of experience in business analysis or change management
• 1+ ticketing management or intake management
• Understanding of IT software development lifecycles
• Hands-on experience with enterprise ticketing tools such as ServiceNow, Jira, TeamDynamix, or comparable ESM/ITSM platforms
• Strong requirements gathering, documentation, and analysis skills
• Ability to understand technical concepts and communicate them effectively to non-technical stakeholders
• Excellent organizational skills and demonstrated ability to manage multiple concurrent tasks, track and coordinate action items, and ensure timely follow‑up and completion
• Exceptional written and verbal communication skills

Preferred Qualifications

• Experience working within a PMO, IT organization, or customer engagement environment
• Familiarity with Agile, Scrum, or Waterfall methodologies
• Experience supporting enterprise service management implementations or system modernization efforts
• Exposure to workflow design, process mapping, or business process analysis