IT Engagement Coordinator

Horace Mann•Remote, IL

3d•$66,500 - $92,000

About The Position

The IT Engagement Lead serves as a critical connector between business partners and IT delivery teams, ensuring work flows efficiently from intake through delivery. This role provides coordination, visibility, and operational leadership across the IT and Digital portfolio by aligning business demand with delivery execution. The IT Engagement Lead facilitates intake processes, supports prioritization and workflow management, drives continuous improvement initiatives, and promotes effective use of AI-enabled tools to enhance delivery outcomes. The ideal candidate is highly organized, collaborative, and analytical, with a solid understanding of software delivery practices and the ability to manage multiple workstreams while fostering strong relationships across business and technology teams.

Requirements

Bachelor's degree in Business, Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
Typically 2–5 years of experience in IT delivery operations, project coordination, intake management, workflow management, business analysis support, or related roles.
Experience working within software delivery environments and supporting cross-functional teams.
Ability to build strong working relationships across business and technology organizations.
Excellent verbal and written communication skills.
Skilled at facilitating discussions, clarifying requirements, and driving alignment among stakeholders.
Ability to synthesize complex information into clear and actionable insights.
Highly organized with the ability to manage multiple streams of work simultaneously.
Strong analytical and problem-solving skills.
Ability to interpret operational metrics and identify process bottlenecks, risks, and improvement opportunities.
Comfortable making intake and workflow decisions within established governance frameworks.
Solid understanding of Software Development Life Cycle (SDLC) processes and delivery practices.
Experience supporting intake management, workflow coordination, prioritization, and operational planning.

Nice To Haves

Exposure to Agile, Scrum, or other modern delivery methodologies preferred.
Familiarity with project management, portfolio management, and collaboration tools preferred.

Responsibilities

Serve as the primary intake liaison for Digital and IT requests, ensuring requests are captured, clarified, categorized, and routed appropriately.
Coordinate intake activities and facilitate the flow of work from request through delivery.
Ensure intake artifacts are complete, accurate, and actionable.
Contribute to intake decisions within established governance and prioritization frameworks.
Partner with Business Analysts (BA), User Experience & Design (UXD), Quality Assurance (QA), and development teams during early discovery and planning activities to reduce rework and improve delivery readiness.
Support communication and coordination between business stakeholders and delivery teams, ensuring questions, issues, risks, and changes are effectively communicated, tracked, and resolved.
Maintain visibility across multiple initiatives, projects, enhancements, and operational workstreams.
Assist with project prioritization discussions and communicate decisions, timelines, and updates to stakeholders.
Act as a key coordination point between business partners and delivery teams.
Facilitate collaboration among BA, QA, UXD, development, and leadership teams to support successful delivery outcomes.
Coordinate handoffs between teams and identify opportunities to improve workflow efficiency.
Promote alignment across strategic initiatives, enhancement efforts, and operational backlog commitments.
Maintain accurate tracking and reporting of portfolio and operational metrics, including intake volume, throughput, backlog health, and capacity visibility.
Analyze metrics to identify trends, risks, constraints, and bottlenecks.
Escalate concerns appropriately and recommend solutions.
Develop reporting and dashboard views that improve transparency, prioritization, and decision-making.
Identify process inefficiencies and opportunities to improve operational effectiveness.
Lead and support continuous improvement initiatives that increase consistency, reduce delays, and enhance delivery outcomes.
Help establish and reinforce best practices for intake, workflow management, and stakeholder engagement.
Leverage AI-enabled tools to improve intake quality, documentation, workflow analysis, reporting, and operational efficiency.
Promote responsible and practical adoption of AI capabilities within IT and Digital processes.
Identify opportunities to enhance speed, quality, and decision-making through AI-supported practices.