IT Operations Coordinator | NOC & Incident Management

Beacon Hill; Orlando (FL); On-site; USD 48,000 - 64,000; Full time

Job summary

Beacon Hill is seeking a junior IT Operations Project Coordinator/Analyst to support a 24/7 Technology Operations Center. The role focuses on coordination and analysis rather than senior project management, with emphasis on ITIL incident, problem, and change processes.

You will assist with international operational transitions, track milestones, and prepare status reports while ensuring effective communication across the NOC, Service Desk, and other teams.

Qualifications

• Hands-on experience in a NOC, Service Desk, Command Center, Incident Management, or IT Operations environment.
• Strong knowledge of ITIL processes, particularly Incident, Problem, and Change Management.
• Experience coordinating projects, operational workstreams, schedules, action items, risks, and dependencies.
• Familiarity with major incident response, escalations, post-incident reviews, and root-cause follow-up.
• Experience using Jira, Jira Service Management, ServiceNow, or a comparable ITSM platform.
• Strong stakeholder coordination, meeting facilitation, and follow-up skills.
• Ability to prepare clear status reports, presentations, dashboards, and operational documentation.
• Strong organizational, analytical, and written and verbal communication skills.

Responsibilities

• Coordinate IT Operations projects and initiatives, including an international operational transition.
• Serve as a central point of contact for requests, priorities, schedules, action items, and project updates.
• Gather requirements, document scope, identify impacted teams, and coordinate resources and timelines.
• Track milestones, risks, dependencies, decisions, and outstanding deliverables.
• Review overnight incidents, major outages, escalations, and unresolved operational issues.
• Verify that open incidents have assigned owners and are progressing toward resolution.
• Support Incident Management leaders in identifying operational risks and escalating critical issues.
• Assist with Major Incident Reviews and Post-Incident Reviews.
• Track root-cause investigations, corrective actions, Problem Records, and Change Requests through closure.
• Help improve ITIL-based Incident, Problem, and Change Management workflows.
• Coordinate on-call schedules, escalation paths, and major incident response procedures.
• Prepare project and operational status reports for stakeholders and leadership.
• Identify process, documentation, or tool inefficiencies and recommend practical improvements.
• Maintain accurate project documentation and support a smooth handoff of open work.

Skills

ITIL knowledge

NOC experience

Incident management

Change management

Jira/JSM

ServiceNow

Stakeholder coordination

Status reporting

Power BI

International transitions

Education

Bachelor's degree or equivalent in business/IS/tech

Tools

Jira

Jira Service Management

ServiceNow

Job description

Beacon Hill is seeking a junior IT Operations Project Coordinator/Analyst to support a 24/7 Technology Operations Center. The role focuses on coordination and analysis rather than senior project management, with emphasis on ITIL incident, problem, and change processes.

You will assist with international operational transitions, track milestones, and prepare status reports while ensuring effective communication across the NOC, Service Desk, and other teams.