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# ITIL/ITSM Coordinator

- **Company:** NESS INC
- **Location:** Chicago, IL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Microsoft Azure, Continuous Integration, DevOps, Information Technology Operations, Google Cloud, Cloud Platform System, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=66ad228c3073417b

## About the Role

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5+ years in IT Operations / Service Management roles
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Strong hands-on experience in:
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Incident Management
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Problem Management
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Change & Release coordination
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Deep understanding of ITIL framework (ITIL certification preferred)
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Experience working in enterprise environments with cross-functional teams
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Strong stakeholder communication skills (technical + business)
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Ability to manage high-severity (P1/P2) incidents under pressure
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Experience with ServiceNow or similar ITSM platforms
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Strong documentation and reporting skills

Preferred Qualifications

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Experience leading Major Incident bridges
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Experience working in regulated or high-availability environments
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Familiarity with DevOps / CI-CD release cycles
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Exposure to cloud environments (AWS, Azure, GCP)
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Experience driving SLA/SLO compliance

## Description

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., Triage incoming incidents and prioritize based on impact and urgency
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Take full ownership of incident lifecycle from detection to resolution
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Coordinate cross-functional teams (Infrastructure, Application, Network, Security, etc.)
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Lead Major Incident bridges and stakeholder communications
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Ensure SLA adherence and minimize downtime
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Provide executive-ready status updates during critical incidents

Problem Management

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Identify recurring incidents and drive root cause analysis (RCA)
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Facilitate post-incident reviews
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Track corrective and preventive actions to closure
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Work with engineering teams to eliminate systemic issues

Change Management

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Coordinate and review change requests
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Ensure proper risk assessment and backout planning
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Facilitate CAB meetings
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Monitor change execution and manage change-related incidents

Release Coordination

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Coordinate release schedules across multiple teams
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Validate deployment readiness
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Ensure proper communication before and after releases
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Monitor post-release stability


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