Location: Seattle, WA
Salary: $50.00 USD Hourly - $70.00 USD Hourly
Description: Job Title: IT Program Delivery Coordinator
Work Location: Remote (Western Washington required) - May transition to a hybrid model in the future. Work schedule negotiable upon hire.
Duration: 04+ Months + Extension expected beginning September 1, 2026, in the new budget year
Job Details: The client is seeking an experienced IT Program Delivery Coordinator to support enterprise student-facing systems within its Technology Services organization. This role partners closely with IT leadership to ensure that operational activities, projects, and process improvement initiatives move forward in a coordinated, transparent, and effective manner.
You will work with a multidisciplinary technical team supporting both vendor-hosted and internally developed enterprise systems. Work is tracked and managed using ServiceNow, and the role requires strong coordination, communication, and operational leadership skills.
Key Responsibilities: Program & Operational Coordination - Partner with the IT Manager to coordinate schedules, resources, scope, and delivery across operational and project work.
- Help define department and team priorities based on ongoing operations and emerging initiatives.
- Coordinate resources across operational support and project delivery to balance competing workstreams.
- Maintain multi-year (3-5 year) operational and resource planning visibility for leadership.
Communication & Stakeholder Engagement: - Develop and manage communication plans for operational work and system changes.
- Coordinate timely, clear communications related to service interruptions and releases.
- Communicate effectively with executive sponsors, business owners, and non-technical stakeholders.
- Represent the team in enterprise change management and cross-departmental meetings.
Operational Oversight - Oversee recurring operational activities, including incident and request management.
- Apply Agile, Scrum, and Kanban practices to manage operational workflows.
- Lead daily operational stand-ups.
- Coordinate release activities including:
- Bi-weekly releases
- Hotfixes
- Tri-annual system upgrades
- Start/end of school year and summer school processes
- Coordinate:
- Environment preparation
- Regression testing and bug fixes
- User Acceptance Testing (UAT)
- Backlog grooming and security reviews
- Support after-hours work related to major releases and year-end processes.
- Schedule and facilitate meetings required to move work forward.
Process Improvement & Service Management - Identify and prioritize operational improvement opportunities with IT leadership.
- Support continuous improvement efforts while balancing project and operational demands.
- Improve workload distribution and resource utilization across the team.
- Help develop, implement, and enhance ServiceNow capabilities, including:
- Requests
- Incidents
- Projects
- Agile boards
- Resource management
- Identify automation opportunities to improve efficiency.
- Recommend and define service level agreements (SLAs) and operational standards.
- Develop Tier 1 support processes and documentation.
- Coordinate with service desk leadership on escalation and issue resolution.
- Develop and refine standard operating procedures (SOPs).
Documentation & Reporting - Create and maintain operational templates and documentation, including:
- SLAs
- Business and technical requirements
- ServiceNow dashboards
- Workflow documentation for technical teams, business owners, and leadership
Supported Systems (Examples) Vendor-Hosted Platforms - Student information and learning management systems
- Academic planning, analytics, transportation, and reporting platforms
Internally Developed Systems - Student assignment and enrollment systems
- Transportation operations systems
- Safety, security, and compliance reporting systems
Required Qualifications: - 8+ years leading IT operations supporting enterprise-grade software systems
- 5+ years managing IT projects
- Strong background in systems administration and application support
- 2+ years hands-on experience with ServiceNow SPM and CWM modules
- Experience using ServiceNow or similar workflow platforms for:
- Incident and request management
- Demand and resource management
- Automation and user support
- Experience coordinating Agile, Scrum, or Kanban work
- Experience with UAT, release management, and system upgrades
- Experience coordinating change management across multiple stakeholders
- Strong understanding of SDLC and operational release processes
- Ability to work independently in a fast-paced environment
- Excellent organizational, communication, and problem-solving skills
- Experience documenting operational processes and technical requirements
- Bachelor's degree or equivalent professional experience
Preferred Qualifications: - Experience supporting Student Information Systems (e.g., PowerSchool)
- Experience in K-12 education technology or large public-sector environments
- PMI certification (PMP or PgMP preferred)
- Agile certification (CSM, PMI-ACP, etc.)
- ITIL certification or ITSM experience
- ServiceNow certification or admin/configuration experience
- Six Sigma or Lean certification
- Experience with enterprise application architecture and system integrations
- Vendor and third-party software coordination experience
- Familiarity with IT security practices and compliance requirements
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