DS
Project Coordinator
Datum Software, Inc
- 🇺🇸 United States
- On-site
- Manager or above
- 1 month ago
- ServiceNow
- Excel
- Pivot Tables
- Microsoft Word
1 month ago
Project Coordinator
Contract/ Contract to Hire
Atlanta, GA
Role Summary
The ITSM Process Manager / Process Analyst is responsible for the day-to-day management, execution, and operational effectiveness of an assigned IT Service Management (ITSM) process. This role ensures that the process is consistently followed across the enterprise, delivers expected business outcomes, and remains aligned with organizational objectives and ITSM standards.
The role oversees operational process performance, monitors key metrics, and provides insights into trends, risks, and opportunities for improvement. The successful candidate will proactively identify ways to improve process efficiency, effectiveness, compliance, and user experience while working closely with stakeholders to implement enhancements and drive overall process maturity.
Key Responsibilities:
- Manage the day-to-day execution and operational effectiveness of assigned ITSM processes.
- Ensure processes are consistently followed across the organization and remain aligned with business objectives and ITSM standards.
- Monitor process performance, KPIs, metrics, trends, risks, and compliance.
- Identify and implement opportunities for process improvement, automation, efficiency, and enhanced user experience.
- Coordinate and support process-related initiatives and projects.
- Prepare and contribute to process status reports and operational updates.
- Facilitate process workshops and stakeholder discussions.
- Participate in project kickoffs, solution reviews, testing activities, and User Acceptance Testing (UAT).
- Serve as a Subject Matter Expert (SME) for assigned ITSM processes.
- Provide operational input to ensure proposed solutions meet business and process requirements.
- Develop and maintain process documentation, procedures, training materials, and supporting resources.
- Educate users and stakeholders on process requirements, standards, and best practices.
- Ensure supporting teams have the appropriate knowledge and tools to execute processes effectively.
- Partner closely with Product Owners, Business Analysts, platform teams, and other stakeholders.
- Support process governance, compliance, adoption, and sustainment activities.
- Drive continuous improvement and increased process maturity.
- Help maximize the value delivered through the ServiceNow platform.
- Perform additional responsibilities as assigned.
- Strong proficiency in Microsoft Excel, including Pivot Tables.
- Strong proficiency in Microsoft Word.
- Basic understanding of command-line tools/prompts.
- Strong analytical and problem-solving skills.
- Process-oriented and solution-focused mindset.
- Ability to adapt effectively in a fast-paced and continuously changing environment.
- Strong teamwork and collaboration skills.
- Excellent written and verbal communication skills across all organizational levels.
- Strong stakeholder engagement and relationship-management capabilities.
- Knowledge or experience with ServiceNow.
- Understanding of IT Service Management (ITSM) processes, standards, and best practices.
- Experience with process governance, continuous improvement, metrics, reporting, and UAT.
- Bachelor's degree (BS or BA) in Information Technology or a related field.
- Three (3) or more years of relevant professional experience.
- An equivalent combination of education, professional experience, and formal training that demonstrates the ability to meet the requirements of the position may also be considered.
| Skill | Experience Level | |
| Microsoft Excel / Pivot Tables | Mid-Level (3–7 Years) | |
| Microsoft Word | Mid-Level (3–7 Years) | |
| ITSM / Process Management | Mid-Level (3–7 Years) | |
| Process Improvement / Governance | Mid-Level (3–7 Years) | |
| Stakeholder Communication | Mid-Level (3–7 Years) | |
| ServiceNow | Preferred |
“All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”
Project Coordinator · Datum Software, Inc