Information Technology Service Management Analyst

Gravity IT Resources; Charlotte (NC); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Gravity IT Resources seeks a detail‑oriented Change & Work Intake Coordinator in Charlotte, NC. This hybrid, 40‑hour week role is the operational hub for IT work intake and change management within a Core Technology team.

You will validate requests and change records, coordinate approvals, and ensure readiness for scheduled implementations, while communicating with engineers, business stakeholders, and leadership.

Qualifications

• Experience supporting IT, infrastructure, or enterprise technology environments.
• Experience with IT change management, service management, work intake, release coordination, or project coordination.
• Experience working with ServiceNow, JIRA, or comparable platforms.
• Understanding of formal change‑control processes, including documentation, risk assessments, approvals, testing, implementation, rollback, and closure.
• Strong organizational and coordination skills with the ability to manage multiple priorities.
• Excellent written and verbal communication with technical and non‑technical stakeholders.
• Ability to work with engineers, business stakeholders, customers, and leadership.
• Attention to detail and a focus on process quality, documentation, and operational readiness.
• Willingness to support evening and weekend change windows ~15–20% of the time.

Responsibilities

• Manage and validate incoming work requests through TWI, JIRA, or similar platforms, ensuring required information and routing.
• Perform quality reviews of ServiceNow change records, verifying documentation, approvals, risk assessments, testing, rollback, and communication.
• Coordinate change administration, approval tracking, scheduling, and readiness activities within ServiceNow.
• Represent changes during CIRB, pre‑CAB, CAB, and related meetings, coordinating follow‑ups and required documents.
• Work with engineers to ensure changes are prepared and ready for scheduled implementations.
• Draft, coordinate, and distribute communications before, during, and after change execution.
• Support change‑window logistics, including bridge coordination, status updates, and escalation of issues.
• Monitor change progress and complete post‑change documentation and closure activities.

Skills

IT change management

Project coordination

Communication skills

Organizational skills

Stakeholder management

Quality assurance

Tools

ServiceNow

JIRA

Job description

Must be w-2 only- no third parties AND LOCAL TO CHARLOTTE, NC

Change & Work Intake Coordinator

Location: Charlotte, NC – Hybrid

Schedule: 40 hours/week

After‑Hours Support: Approximately 15–20% of time; primarily Wednesday evenings and Saturday mornings/evenings

Overtime: Not expected unless approved in advance

Duration: 1 year

Position Overview

We are seeking a detail‑oriented Change & Work Intake Coordinator to serve as the operational hub for IT work intake and change management activities within a Core Technology team.

This role is responsible for ensuring incoming work requests and change records are complete, accurately documented, properly routed, approval‑ready, scheduled, and effectively communicated to the appropriate stakeholders.

The ideal candidate understands IT service management and change‑control processes and is comfortable coordinating across engineering, infrastructure, business, and leadership teams.

This is a coordination and governance role rather than a hands‑on engineering position. Engineers maintain ownership of technical planning, implementation, testing, validation, and execution outcomes, while the Coordinator ensures the overall process is organized, documented, communicated, and operationally ready.

Key Responsibilities

• Manage and validate incoming work requests through TWI, JIRA, or similar workflow/ticketing platforms, ensuring requests contain the required information and are properly routed.
• Perform quality reviews of ServiceNow change records, verifying required documentation, approvals, risk assessments, testing plans, rollback plans, implementation details, and stakeholder communications are complete.
• Coordinate change administration, approval tracking, scheduling, and readiness activities within ServiceNow.
• Represent changes during CIRB, pre‑CAB, CAB, and related change‑review meetings, coordinating follow‑up actions and required documentation.
• Work closely with engineers and technical teams to ensure changes are properly prepared and ready for scheduled implementation.
• Draft, coordinate, and distribute customer and stakeholder communications before, during, and after change execution.
• Support change‑window logistics, including bridge coordination, status communications, stakeholder updates, and escalation of process or readiness issues.
• Monitor change progress and ensure appropriate post‑change documentation and closure activities are completed.
• Track change metrics, recurring issues, lessons learned, and opportunities for process improvement.
• Help improve work‑intake and change‑management processes to increase change quality, readiness, operational efficiency, and stakeholder visibility.
• Coordinate multiple concurrent requests and changes while maintaining strong attention to detail and deadlines.
• Provide occasional evening and weekend support associated with scheduled change windows.

Required Qualifications

• Experience supporting IT, infrastructure, network, telecommunications, utility operations, or other enterprise technology environments.
• Experience with IT change management, IT service management, work intake, release coordination, or project coordination.
• Experience working with ServiceNow, JIRA, or comparable workflow/ticketing platforms.
• Understanding of formal change‑control processes, including change documentation, risk assessment, approvals, testing, implementation, rollback, and closure.
• Strong organizational and coordination skills with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills, including the ability to communicate with technical and non‑technical stakeholders.
• Ability to work effectively with engineers, business stakeholders, customers, and leadership.
• Strong attention to detail and a focus on process quality, documentation, and operational readiness.
• Ability to work in a structured, deadline‑driven environment.
• Willingness to support scheduled evening and weekend change windows approximately 15–20% of the time.

Preferred Qualifications

• Experience participating in CAB, pre‑CAB, CIRB, or similar change‑review processes.
• Experience coordinating enterprise infrastructure, network, telecommunications, or application changes.
• Experience with ServiceNow Change Management.
• Experience with JIRA or other IT work‑intake platforms.
• Familiarity with ITIL/ITSM principles and practices.
• Experience coordinating change bridges or major change activities.
• Experience tracking operational metrics, change success rates, lessons learned, and process improvements.
• Experience working in large, complex enterprise environments.

What Success Looks Like

The successful candidate will ensure that work requests and changes move through the organization in a consistent, complete, and controlled manner. They will identify missing information before changes reach approval, keep stakeholders informed, ensure scheduled changes are operationally ready, and provide strong coordination during change windows.

This individual should be highly organized, proactive, comfortable working across technical teams, and able to keep multiple moving parts on track without needing to own the underlying technical implementation.