ITSM Coordinator

Chicago, IL - USA

Monthly Salary: Not Disclosed

Posted on: 4 days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: ITSM Co-ordinator
Location: ChicagoIl or DallasTX
Contract: 6 Months (Hybrid)

Key Responsibilities:

Incident Management

Triage incoming incidents and prioritize based on impact and urgency
Take full ownership of incident lifecycle from detection to resolution
Coordinate cross-functional teams (Infrastructure Application Network Security etc.)
Lead Major Incident bridges and stakeholder communications
Ensure SLA adherence and minimize downtime
Provide executive-ready status updates during critical incidents

Problem Management

Identify recurring incidents and drive root cause analysis (RCA)
Facilitate post-incident reviews
Track corrective and preventive actions to closure
Work with engineering teams to eliminate systemic issues

Change Management

Coordinate and review change requests
Ensure proper risk assessment and backout planning
Facilitate CAB meetings
Monitor change execution and manage change-related incidents

Release Coordination

Coordinate release schedules across multiple teams
Validate deployment readiness
Ensure proper communication before and after releases
Monitor post-release stability

Required Skills & Experience:

5 years in IT Operations / Service Management roles
Strong hands-on experience in:
Incident Management
Problem Management
Change & Release coordination
Deep understanding of ITIL framework (ITIL certification preferred)
Experience working in enterprise environments with cross-functional teams
Strong stakeholder communication skills (technical business)
Ability to manage high-severity (P1/P2) incidents under pressure
Experience with ServiceNow or similar ITSM platforms
Strong documentation and reporting skills

Preferred Qualifications:

Experience leading Major Incident bridges
Experience working in regulated or high-availability environments
Familiarity with DevOps / CI-CD release cycles
Exposure to cloud environments (AWS Azure GCP)
Experience driving SLA/SLO compliance

Job Title: ITSM Co-ordinator Location: ChicagoIl or DallasTX Contract: 6 Months (Hybrid) Key Responsibilities: Incident Management Triage incoming incidents and prioritize based on impact and urgency Take full ownership of incident lifecycle from detection to resolution Coordinate cross-funct...