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IT Operations Project Coordinator / Analyst
Position Summary
Seeking a junior-level IT Operations Project Coordinator/Analyst to support projects and operational initiatives within a 24/7 Technology Operations Center. This is a coordination and analysis role not a senior Project Manager position.
The ideal candidate will have strong ITIL knowledge and experience supporting a Network Operations Center (NOC), Service Desk, Command Center, Incident Management team, or similar IT Operations environment. The role will help coordinate an international operations transition and several smaller initiatives.
Must-Have Qualifications
- Hands-on experience in a NOC, Service Desk, Command Center, Incident Management, or IT Operations environment.
- Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management.
- Experience coordinating projects, operational workstreams, schedules, action items, risks, and dependencies.
- Familiarity with major incident response, escalations, post-incident reviews, and root-cause follow-up.
- Experience using Jira, Jira Service Management, ServiceNow, or a comparable ITSM platform.
- Strong stakeholder coordination, meeting facilitation, and follow-up skills.
- Ability to prepare clear status reports, presentations, dashboards, and operational documentation.
- Strong organizational, analytical, and written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced, 24/7 operations environment.
- Comfortable working at the process, analysis, and coordination level; deep engineering expertise is not required.
Key Responsibilities
- Coordinate IT Operations projects and initiatives, including an international operational transition.
- Serve as a central point of contact for requests, priorities, schedules, action items, and project updates.
- Gather requirements, document scope, identify impacted teams, and coordinate resources and timelines.
- Track milestones, risks, dependencies, decisions, and outstanding deliverables.
- Review overnight incidents, major outages, escalations, and unresolved operational issues.
- Verify that open incidents have assigned owners and are progressing toward resolution.
- Support Incident Management leaders in identifying operational risks and escalating critical issues.
- Assist with Major Incident Reviews and Post-Incident Reviews.
- Track root-cause investigations, corrective actions, Problem Records, and Change Requests through closure.
- Help improve ITIL-based Incident, Problem, and Change Management workflows.
- Coordinate on-call schedules, escalation paths, and major incident response procedures.
- Prepare project and operational status reports for stakeholders and leadership.
- Identify process, documentation, or tool inefficiencies and recommend practical improvements.
- Maintain accurate project documentation and support a smooth handoff of open work.
Preferred Qualifications
- Experience supporting international or multi-region operational transitions.
- Experience with operational governance and service management reporting.
- Familiarity with Power BI or another reporting and dashboard tool.
- ITIL Foundation, Certified ScrumMaster, or similar certification.
- Experience working with both Agile and Waterfall delivery methods.
Education and Experience
- Approximately 2-4 years of experience in IT Operations, service management, project coordination, or business/operations analysis.
- Bachelor’s degree in business, information systems, technology, or a related discipline or equivalent practical experience.
Interested candidates may submit their resumes online or call at 310-906-4780 for further information regarding the position.
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