Software Standards and Service Request Process Coordinator

Location: Harrisburg, PA

Estimated Onsite/Remote: 20% onsite / 80% remote

Work Hours: 8 hrs/day, 5 days/wk,

Contract Duration: 04/20/2026 - 06/30/2026; Historically, these roles are extended for an additional year.

Visas Accepted: USC, GC, GC EAD, H1B

Role Overview

• The Software Standards and Service Request Process Coordinator ( "SW Coordinator”) will serve as an assistant to the Employment, Banking and Revenue IT Delivery Center's (EBR-ITDC's) Software Standards and Strategy division chief.

Primary Responsibilities

• Review business requirements, conduct limited research, and recommend available or standard software services and solutions to meet identified needs.
• Facilitate enterprise and EBR-ITDC software compliance reviews prior to procurement and purchasing activities.
• Reconcile EBR software purchases post-procurement to ensure traceability and accurate fulfillment of requested and authorized software products and services.
• Track and provision software licenses.
• Support the end-to-end management of all EBR software service requests.
• Develop and maintain a comprehensive portfolio of EBR software that feeds into the ServiceNow service catalog and asset management tool.
• Work with software service request fulfillment teams to ensure clean and smooth handoffs occur throughout the lifecycle of a request.
• Facilitate software reviews and approvals at the delivery center and enterprise levels.
• Coordinate delivery center software standards management.
• Interact with business representatives at the user and program level.
• Document current and target states for program area business capabilities and processes.
• Identify opportunities to simplify customers' daily work or improve customer satisfaction.

Required Technical Skills

• IT Service Delivery and/or Process Management
• Strategic/Service/Software Portfolio Management
• Business and statistical analysis and metrics management
• Cross-functional support and engagement
• Interpersonal skills (compassion for others, knowledge of human-centered design, etc.)
• General adaptability (aptitude to learn a variety of soft skills, agile mindset)

Preferred Qualifications

• Performance Management
• Big picture thinking and holistic approaches to change evaluation, process design and coordination
• Ability to effectively engage with a range of stakeholders and audiences in ways which are meaningful to them