Demand & Project Intake Coordinator

Job Posting Title

Agency

Supervisory Organization

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Job Type

Compensation

Job Description

As an Demand & Project Intake Coordinator with OMES you will enjoy:

• Generous leave including 15 days of vacation, 15 days of sick leave and 11 paid holidays annually.

• A comprehensive Benefit Package with a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Job Details

• Full-time 40-hour work weeks.

• Support the Customer Success Team.

• Salary is up to $60,000 based on education and experience.

Demand & Project Intake Coordination

• Serve as the first point of contact for incoming IT project and service requests.

• Review, validate, and categorize requests for accuracy, completeness, and alignment with service portfolio standards.

• Coordinate with business units and IT teams to clarify requirements and determine appropriate fulfillment paths (project, enhancement, or service ticket).

• Track demand pipeline status and communicate updates to stakeholders.

• Facilitate intake meetings, assist with prioritization, and document decisions in ServiceNow.

Dispatch & Ticket Routing

• Receive, evaluate, and triage incidents, service requests, and operational tasks through the ServiceNow platform.

• Assign tickets to appropriate technicians or teams based on workload, expertise, and urgency.

• Monitor active cases for progress, ensuring resolution within established SLAs.

• Escalate complex or high-impact issues to leadership or specialized teams as necessary.

• Maintain accurate, detailed documentation of actions taken and outcomes achieved.

Communication & Collaboration

• Act as a liaison between end-users, technical teams, and leadership to ensure transparent communication and effective problem resolution.

• Provide consistent status updates to requestors and stakeholders throughout the service lifecycle.

• Foster collaboration between operational support teams, project management staff, and customer success units.

ServiceNow Process & Data Management

• Maintain clean, current records within ServiceNow to support data accuracy and reporting.

• Assist in refining and automating workflows for intake and dispatch efficiency.

• Support quality assurance efforts by ensuring requests follow established ITIL processes.

Reporting & Continuous Improvement

• Generate and analyze reports related to ticket volume, demand trends, technician performance, and SLA adherence.

• Identify bottlenecks, recommend process improvements, and support implementation of best practices.

• Provide insights to leadership on resource utilization and service delivery effectiveness.

Education and Experience

Requirements include:

• Two years of professional experience in Information Technology, Service Delivery, or Project Coordination; or 24 credit hours in computer science, information systems, business, or a related field.

• Experience with enterprise ticketing or workflow management platforms (ServiceNow preferred).

• Strong organizational and analytical skills with attention to detail.
   

Knowledge / Skills / Abilities

• Excellent verbal and written communication skills.

• Strong customer service orientation and ability to build positive working relationships quickly.

• Proven ability to multitask and manage competing priorities in a fast-paced environment.

• Demonstrated ability to analyze data, identify trends, and propose process enhancements.

• Familiarity with ITIL service management principles and project lifecycle processes.

• Ability to work under limited supervision while ensuring accuracy, timeliness, and quality.

Physical Demands and Work Environment

This position works in a comfortable office setting with a computer for a large percentage of the workday. The noise level in the work environment is usually mild. Occasional travel may be required.

Schedule

This is a full-time, 40 hour per week position.

About OMES

The Office of Management and Enterprise Services provides excellent service, expert guidance and continuous improvement in support of our partners' goals. We are a highly qualified workforce committed to serve those who serve Oklahomans and make government run in the most efficient, innovative manner possible.

OMES is an Equal Opportunity Employer. Reasonable accommodation to individuals with disabilities may be provided upon request.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.

If you are needing any extra assistance or have any questions relating to a job you have applied for, please click the link below and find the agency for which you applied for additional information:

Agency Contact