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Position Overview
We are seeking a Change & Work Intake Coordinator to serve as the operational hub for work intake and change management activities supporting a core technology team. This role will centralize incoming work requests, coordinate change records, ensure documentation and approvals are complete, and facilitate clear communication between technical teams, business stakeholders, and change review boards.
The ideal candidate is a strong communicator who can understand technical concepts—particularly within networking, telecommunications, infrastructure, or cloud connectivity—and translate technical information into clear, business-friendly language.
Engineers will retain ownership of technical planning, implementation, testing, validation, and execution. The Coordinator will own the intake, process, documentation, scheduling, readiness, and communication aspects of each change.
Key Responsibilities
- Manage and validate incoming work requests through Telecom Work Intake (TWI), JIRA, and ServiceNow, ensuring requests are complete, accurate, and properly routed.
- Create, maintain, and coordinate change records through the change lifecycle.
- Perform quality reviews to ensure required documentation, approvals, risk assessments, testing plans, rollback plans, and stakeholder communications are complete.
- Coordinate ServiceNow change administration, approval tracking, scheduling, and readiness activities.
- Represent changes during CIRB, pre-CAB, CAB, and other applicable change review meetings, coordinating follow-up actions as needed.
- Attend team standups and planning meetings to identify upcoming work and changes.
- Coordinate communications with customers, business partners, stakeholders, and engineering teams before, during, and after scheduled changes.
- Confirm engineering readiness and ensure stakeholders are appropriately informed prior to implementation.
- Support change execution logistics, including bridge coordination, status updates, stakeholder communications, and post-change closure.
- Track change metrics, lessons learned, and process improvement opportunities.
- Help improve and establish standardized intake and change management processes as the function continues to evolve.
- Coordinate multiple technology workstreams, including cloud connectivity, internet connectivity, WAN, cellular connectivity, corporate infrastructure, and critical infrastructure/data centers.
Required Qualifications
- Experience supporting IT, infrastructure, networking, telecommunications, utility, or similar technical environments.
- Experience with change management, work intake, service management, project coordination, or operational processes.
- Experience using ServiceNow and JIRA, or comparable workflow/ticketing platforms, with the ability to quickly learn and adapt to specific configurations.
- Strong organizational and coordination skills with the ability to manage multiple priorities and stakeholders.
- Excellent written and verbal communication skills.
- Ability to understand technical information and translate networking/infrastructure concepts into clear, non-technical language for business stakeholders.
- Strong attention to detail and a focus on documentation, process quality, approvals, and operational readiness.
- Ability to work effectively with engineers, business partners, customers, and leadership.
Preferred Qualifications
- Networking or telecommunications experience, particularly familiarity with technical terminology and concepts.
- Experience in a utility, energy, telecom carrier, or critical infrastructure environment.
- Experience with organizations or environments involving AT&T, Lumen, or similar telecommunications providers.
- Experience supporting enterprise infrastructure, cloud connectivity, WAN, internet, or data center operations.
- Familiarity with CAB/change review processes.
- Experience using AI or other productivity tools to improve documentation, communication, or workflow efficiency.
Work Schedule & After-Hours Support
This is a 40-hour-per-week position. Change activity is generally planned weeks in advance, and after-hours support is primarily associated with scheduled change windows rather than a traditional reactive on-call rotation.
The role may require approximately 15–20% after-hours support, primarily on Wednesday evenings and Saturday morning/evening change windows. For planned weekend work, the employee may flex hours on the Friday before or Monday following the change to maintain a 40-hour workweek.
Overtime is not expected unless approved in advance. Rare emergency situations may require short-notice communication or coordination, but these are expected to be infrequent.
Ideal Candidate
The ideal candidate is a mid-level IT/change coordinator or technical operations professional who is comfortable working between engineers and business stakeholders. This person does not need to be a hands-on network engineer, but should understand technical terminology well enough to ask the right questions, identify missing information, coordinate readiness, and clearly communicate technical changes to non-technical audiences.
This is an evolving function, so candidates who can bring structure, improve processes, and help shape the intake and change coordination model will be particularly successful.
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Equal Employment Opportunity Statement
Gravity IT Resources is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All employment decisions are based on qualifications, merit, and business needs.