ITIL/ITSM Coordinator

ITIL/ITSM Coordinator

Chicago, IL / Dallas, TX (3 days onsite)

Role Overview:

We are seeking 5 highly driven Incident / Problem / Change / Release Coordinators to join our growing Service Operations team.

This role is critical to ensuring operational stability across enterprise platforms. The selected candidates will take full ownership of incidents — from triage through resolution — coordinating across technical teams to drive timely fixes, minimize business impact, and ensure structured governance across ITIL processes.

If you are someone who thrives in high-visibility, high-accountability environments and can drive issues to closure with urgency and structure — we want to talk to you.

🎯 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, Google Cloud Platform)
• Experience driving SLA/SLO compliance