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Role Description

The Associate IT Process Coordinator provides day‑to‑day administrative and operational support to the IT Service Management (ITSM) function. This role focuses on following established ITSM processes, performing routine coordination tasks, maintaining accurate records in the ITSM tool, and supporting reporting and governance activities.

• Perform routine support tasks for ITSM processes, including Incident, Service Request, Configuration, Change, and Problem Management
• Monitor ITSM queues and tickets to ensure required fields are completed and process steps are followed
• Assist with Change Management activities such as verifying documentation and approvals are present, scheduling changes and maintaining change calendars, preparing materials for Change Advisory Board (CAB) meetings
• Update and maintain ITSM documentation, templates, trackers, and knowledge articles as directed
• Run standard reports from the ITSM tool and maintain spreadsheets or trackers for: Ticket volumes, Change activity and outcomes
• Perform quality checks on tickets and escalate missing or incorrect information to the appropriate team
• Support operational and governance meetings by taking notes, tracking action items, and following up on assigned tasks
• Respond to routine process-related questions from Service Desk and support teams, escalating when needed
• Accurately enter, update and maintain data in company databases such as Configuration Management Database (CMDB)
• Maintain organized and up to date digital records
• Follow all documented procedures, security requirements, and escalation paths

Qualifications

• Basic understanding of IT operations or IT support concepts
• Strong attention to detail and ability to follow written procedures
• Comfortable performing process-driven tasks
• Basic experience using ticketing or workflow tools (training provided if needed)
• Proficient with Microsoft Office tools (Outlook, Excel, Word)
• Clear written and verbal communication skills
• Ability to manage multiple tasks in a fast-paced support environment

Benefits

• Unlimited Paid Days Off
• Three health plan options
• 401k with company match
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts
• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement
• Paid childbearing and paternal leave
• Education Reimbursement, Student Loan Assistance or 529 College Funding
• Sabbatical leave
• Wellness program
• Flexible work schedule