Coordinator, IT Demand Management

The IT Demand Management Coordinator serves as the operational hub for visibility and coordination across Information Technology, keeping in-flight work tracked, current, and moving. While the PMO owns enterprise project delivery, this role creates clarity across IT intake and triage, sprint coordination, dependency visibility, and governance administration. The Coordinator gives IT leadership and requesting functions a reliable view of what is inbound, what is at risk, and what is coming next. 

Intake and Triage 

• Log, categorize, and route incoming IT requests using the established triage framework, escalating ambiguous or high-complexity items to the Manager, IT Demand Management 

• Schedule and document discovery conversations and draft intake summaries that support prioritization and sizing 

Pipeline and Sprint Coordination 

• Maintain accurate request records across designated work-management tools, keeping status, owner, and stage current 

• Reconcile PMO milestone dates with sprint-team cadences and surface conflicts before commitments are made, while delivery ownership remains with assigned teams 

• Monitor request aging and dependencies and flag stalled items or conflicts to the Manager, IT Demand Management 

• Coordinate scheduling and handoff communication between requesting functions and IT teams 

Documentation and Governance Administration
 

• Draft, format, and maintain IT policies, SOPs, and process documentation with content owners and administer versioning, review cycles, and approvals in the designated governance platform 

• Support administration of change controls, including records, approvals, and audit-ready documentation 

• Maintain the forward change calendar and monitor upcoming releases for scheduling conflicts 

• Maintain the software catalog, including current entries, owners, and lifecycle status 

Communication and Reporting 

• Serve as the day-to-day point of contact for requesters on status, timelines, and next steps while setting clear expectations 

• Maintain intake dashboards for volume, aging, and throughput and prepare recurring inputs for intake review meetings 

Continuous Improvement Partnership 

• Surface friction points and cycle-time patterns to the Operational Excellence function, which owns process improvement initiatives 

• Support Operational Excellence-led rollouts by coordinating communication with intake stakeholders 

Qualifications and Education Requirements 

• Bachelor's degree in Business, Information Technology, or a related field, or equivalent experience 

• 1 to 3 years of experience in IT coordination, service management, intake operations, or business operations 

• Demonstrated ability to organize and manage a high volume of concurrent requests 

• Strong written documentation skills, including experience drafting or maintaining policies, SOPs, or process documentation 

• Demonstrated ability to work with technical and non-technical stakeholders 

• Experience with intake or work-management tools such as Monday, Smartsheet, Jira, ServiceNow, or equivalent 

Preferred Qualifications 

• Experience supporting an IT intake, PMO, or service desk function 

• Familiarity with sprint and agile coordination concepts and with milestone-driven and sprint-based delivery teams 

• Experience with governance, risk, and compliance or document-management platforms such as Workiva or equivalent 

• Familiarity with change management and release coordination practices 

• ITIL Foundations exposure