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.