Intake Coordinator

Eliassen Group; Charlotte (NC); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401k with company matching

Life insurance

Job summary

Eliassen Group seeks a Change Coordination & Work Intake Coordinator to support our Core team by ensuring work requests and change records are complete, properly routed, and ready for approvals in a client environment in Charlotte, NC. You will own process execution, quality control, scheduling, and communications while engineers retain ownership of technical planning and execution outcomes.

Off-hours change windows are supported approximately 15–20% time, primarily Wednesday evenings and

Qualifications

• Experience supporting IT, network, infrastructure, or utilities operations.
• Knowledge of change management and work intake processes.
• Experience with ServiceNow or JIRA and similar ticketing systems.
• Strong written and verbal communication and multi-stakeholder coordination.

Responsibilities

• Manage and validate incoming work requests in TWI/JIRA.
• Perform quality reviews of change records with docs, approvals, risk plans, testing plans, rollback plans, and stakeholder communications.
• Coordinate ServiceNow change administration, approvals, scheduling, and readiness activities.
• Represent changes during CIRB, pre-CAB, and related review meetings and coordinate follow-up actions and documentation.
• Draft customer and stakeholder communications before and after change execution.
• Support change execution logistics, bridge coordination, status communications, and post-change closure activities.
• Track metrics, lessons learned, and process improvements to enhance change quality, readiness, and operational efficiency.
• Ensure change and work intake records are approval-ready and effectively communicated to stakeholders.

Skills

IT operations

Change management

Stakeholder communication

Tools

ServiceNow

JIRA

Job description

The Change Coordination & Work Intake Coordinator serves as the operational hub for our client's Core team work intake and change management processes. This role is responsible for ensuring work requests and change records are complete, properly routed, approval-ready, and effectively communicated to stakeholders. The coordinator owns process execution, quality control, scheduling, and communications, while engineers retain ownership of all technical planning, implementation, testing, validation, and execution outcomes. Candidates must be willing to support off-hours change windows, primarily Wednesday evenings and Saturday mornings and evenings, approximately 15-20% of time.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $40.00 to $45.00/hr. w2

Responsibilities

• Manage and validate incoming work requests in TWI/JIRA to ensure completeness, accuracy, and proper routing.
• Perform quality reviews of change records, ensuring required documentation, approvals, risk assessments, testing plans, rollback plans, and stakeholder communications are in place.
• Coordinate ServiceNow change administration, approval tracking, scheduling, and readiness activities.
• Represent changes during CIRB, pre-CAB, and related review meetings and coordinate follow-up actions and documentation.
• Draft and coordinate customer and stakeholder communications before and after change execution.
• Support change execution logistics, bridge coordination, status communications, and post-change closure activities.
• Track metrics, lessons learned, and process improvements to enhance change quality, readiness, and operational efficiency.
• Ensure change and work intake records are approval-ready and effectively communicated to stakeholders.

Experience Requirements

• Experience supporting IT, network, infrastructure, telecommunications, or utility operations environments.
• Knowledge of change management, work intake, service management, or project coordination processes.
• Experience with ServiceNow, JIRA, or similar workflow and ticketing platforms.
• Strong organizational and project coordination skills with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills, including stakeholder and customer communications.
• Ability to collaborate effectively with engineers, business stakeholders, and leadership teams.
• Detail-oriented with a focus on process quality, documentation, and operational readiness.
• Willingness to support occasional evening or weekend activities associated with scheduled change windows.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.