ITSM Coordinator

Position Summary

The ITSM Coordinator supports the daily operation of Major Incident Management and Problem Management. The role coordinates major-incident response, facilitates Major Incident calls, communication and escalation, manages problem investigations, and tracks corrective actions through completion.

This is a hands-on operational role requiring sound judgment, clear communication, strong documentation, and consistent follow-through. The position may participate in rotational shifts, after-hours coverage, or an on-call schedule.

Principal Responsibilities

• Coordinate major incidents, including bridge facilitation, technical team engagement, escalation, action tracking, stakeholder communication, and operational handoffs.
• Maintain accurate incident records and timelines through service restoration and closure.
• Support post-incident reviews and ensure resulting problems and corrective actions are documented, assigned, and tracked.
• Manage problem records from identification through root-cause investigation, remediation, and closure.
• Facilitate root-cause analysis and escalate overdue or stalled investigations and corrective actions.
• Analyze incident trends to identify recurring issues, problem candidates, and opportunities to improve service stability.
• Maintain accurate relationships among incidents, problems, known errors, workarounds, changes, and knowledge records.
• Monitor process adherence, record quality, aging, service levels, and operational performance.
• Maintain procedures, templates, reports, and job aids supporting consistent execution.
• Identify and support practical improvements to operational processes, communications, documentation, and reporting.
• Participate in rotational shifts, after-hours support, or on-call coverage as required.
• Perform other duties and projects as assigned.

Knowledge, Skills and Abilities

• Three or more years of IT Service Management or service-operations experience.
• Direct practitioner experience in at least one of the following:
• Major Incident Management, including coordinating high-impact incidents, facilitating technical bridges, managing escalations, and communicating with stakeholders.
• Problem Management, including managing problem records, facilitating root-cause analysis, analyzing recurring incidents, and tracking corrective actions.
• NOTE: Strong working familiarity with the other discipline is required. Direct hands-on experience in both Major Incident Management and Problem Management is strongly preferred.
• ITIL Foundation certification or a comparable IT Service Management certification is required.
• Working knowledge of Incident, Problem, Change, Knowledge, and Service Level Management and how these processes interact.
• Ability to coordinate technical teams and maintain structure, urgency, and clear communication during high-pressure situations.
• Strong analytical, organizational, documentation, and follow-through skills.
• Ability to communicate technical issues clearly to both technical and nontechnical audiences.
• Working knowledge of an enterprise ITSM platform, preferably ServiceNow.
• Ability to coordinate work, challenge delays, and establish accountability across teams without direct authority.
• Ability to participate in rotational shifts, after-hours support, or an on-call schedule as required.
• Strong working familiarity with MS 365 office tools including Outlook, Teams and Copilot.

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