What are the responsibilities and job description for the ServiceNow Coordinator - W2 Only position at EPMA?
The ServiceNow Coordinator will serve as the primary point of contact for all ServiceNow requests and tickets assigned to the Network team. This individual will be responsible for coordinating incoming work, ensuring tickets are properly categorized, prioritized, assigned, tracked, and resolved within established SLAs. The role requires strong organizational and communication skills, along with a solid understanding of ServiceNow and IT Service Management (ITSM) processes.
Title: ServiceNow Coordinator
Location: Houston, TX - Onsite (5 days a week)
Industry: Oil & Gas
Duration: Long Term Contract
W2 Only. No C2C / No Visa Sponsorship
Required Skills
- 3 years of experience working with ServiceNow in a Coordinator, Service Desk, IT Support, or IT Operations role.
- Experience managing Incident, Request, and Change Management tickets within ServiceNow.
- Strong understanding of ITIL and IT Service Management (ITSM) best practices.
- Experience coordinating ticket queues for Cisco networking Teams (routers, switches, troubleshooting environment).
- Ability to prioritize, triage, assign, and monitor high volumes of support tickets while meeting SLA requirements.
- Strong organizational and multitasking skills with excellent attention to detail.
- Excellent verbal and written communication skills with the ability to interact with technical teams and business stakeholders.
- Experience tracking ticket metrics, preparing reports, and monitoring SLA/KPI performance.
- Proficiency with Microsoft Office, particularly Excel, Outlook, and Teams.
- Ability to work effectively in a fast-paced, collaborative environment with minimal supervision.