IT Intake Coordinator

Overview

About Xerox Holdings Corporation For more than 100 years, Xerox has continually redefined the workplace experience. XIT Staffing, a division of Xerox dedicated to staffing solutions, is committed to collaborating closely with our internal clients to fulfill their staffing needs.

Our client, in higher education is seeking an IT Intake Coordinator that will play a critical role in increasing the division’s delivery capacity and operational effectiveness by improving intake, coordination, and visibility of enterprise service management (ESM) work. This position acts as a central bridge between customers, the program management team, development resources, and leadership—ensuring that all operational, technical, or project-related requests are captured, clarified, validated, routed, and driven to appropriate resolution.

The role is a blend of intake management, project coordination, and business analysis.

The coordinator will assist in formalizing an Enterprise Service Management (ESM) intake forum
for Customer Engagement, overseeing intake and progression of incidents, service requests, problems, changes, and operational tasks. Working in close partnership with the PMO Manager and primary development resources, the role assesses priorities and supports determining the appropriate approach.

Additionally, the Program Coordinator provides project management support
for smaller initiatives, including schedule creation, task and action item tracking, stakeholder follow-up, and preparation of communication updates.

Key Responsibilities:

Enterprise Service Management (ESM) Intake & Coordination

• Serve as the primary intake point of contact for all work submitted through the ESM platform
  , including operational tickets, enhancement requests, production issues, business support needs, and project support requests.
• Review incoming tickets for clarity, completeness, categorization, and required documentation. Triage, categorize, and prioritize requests following defined workflows and service management practices.
• Lead the intake and coordination forum and collaborate with the management team, creating awareness of tickets, discuss prioritization and identifying logical grouping opportunities.
• Prepare summaries, decision logs, and follow-up assignments.
• Communicate intake and prioritize outcomes to requestors and ensure next steps are documented.
• Route items to Business Analysts, Project Managers, Developers, or Operations teams as appropriate.
• Monitor ticket progress throughout their lifecycle; ensuring agreed upon resolution is met.
• Project Documentation & Business Analysis Support
• Assist team with requirements gathering and producing documentation such as meeting summaries and action logs.
• Support process mapping, workflow reviews, documentation updates, and analysis of required changes.
• Project Management & PMO Coordination
• Provide operational support to the Program Manager, including maintaining dashboards, progress tracking, and preparing status updates.
• Track risks, issues, decisions, and follow-up items across assigned work streams.
• Ensure adherence to PMO standards, processes, and documentation expectations.
• Manage small-scale projects/initiatives
  , including maintaining project schedules, task lists, action items, and stakeholder communications, and meeting coordination.

Required Skills & Qualifications

• 2+ years of experience in project coordination or project management
• 2+ years of experience in business analysis or change management
• 1+ ticketing management or intake management.
• Understanding of IT software development life cycles
• Hands‑on experience with enterprise ticketing tools such as Service Now, Jira, Team Dynamix
  , or comparable ESM/ITSM platforms.
• Strong requirements gathering, documentation, and analysis skills.
• Ability to understand technical concepts and communicate them effectively to non‑technical stakeholders.
• Excellent organizational skills and demonstrated ability to manage multiple concurrent tasks, track and coordinate action items, and ensure timely follow‑up and completion
• Exceptional written and verbal communication skills.

Preferred Qualifications

• Experience working within a PMO
  , IT organization, or customer engagement environment.
• Familiarity with Agile, Scrum, or Waterfall
  methodologies.
• Experience supporting enterprise service management implementations or system modernization efforts.
  
  Exposure to workflow design, process mapping, or business process analysis.