IT Customer Readiness Coordinator-Alabang

About the Role

We are seeking a highly organized and proactive CRA (Customer Readiness Assessment) Coordinator to oversee and facilitate the Customer Readiness Assessment (CRA) process for enterprise technology initiatives. This role serves as the central point of coordination between project teams, infrastructure, support organizations, and business stakeholders to ensure technology changes are fully planned, tested, supported, and ready before deployment.

The ideal candidate is experienced in IT project coordination, change management, and cross-functional collaboration, with a strong focus on delivering an exceptional end-user experience.

Key Responsibilities

CRA Process Management

• Serve as the primary point of contact for all Customer Readiness Assessment (CRA) activities.
• Guide project teams through each phase of the CRA lifecycle, ensuring all required documentation and deliverables are completed.
• Coordinate and facilitate gate reviews, approvals, and readiness assessments throughout the project lifecycle.
• Maintain accurate CRA documentation and ensure all records are current and properly archived.
• Monitor multiple active assessments simultaneously and proactively identify risks, delays, or issues requiring escalation.
• Project & Stakeholder Coordination
• Collaborate with Infrastructure, Engineering, Security, Compliance, IT Service Management (ITSM), Global Tech Support, and business stakeholders.
• Coordinate meetings, review sessions, and project communications.
• Ensure stakeholders understand project requirements, responsibilities, and readiness expectations.
• Escalate project risks and readiness concerns to leadership as appropriate.
• Readiness & Deployment Support
• Track testing activities, User Acceptance Testing (UAT), pilot programs, and production readiness.
• Verify support documentation, knowledge base articles, training materials, and operational procedures are completed prior to deployment.
• Coordinate rollout communications and support Hypercare activities following implementation.
• Monitor deployment progress and facilitate successful transition to steady-state operations.
• Reporting & Continuous Improvement
• Track key performance metrics, including active assessments, approval rates, project progress, and customer readiness outcomes.
• Prepare status reports and executive updates.
• Identify process improvement opportunities to enhance the Customer Readiness Assessment framework.
• Support ongoing improvements to workflow automation and ServiceNow-based processes.

Required Qualifications

• Minimum of 3 years of experience in one or more of the following:
• IT Project Coordination
• Program Coordination
• Release Management
• Change Management
• PMO or Operational Governance
• Experience coordinating cross-functional enterprise IT initiatives.
• Familiarity with IT Change Management and IT Service Management (ITSM) processes.
• Experience supporting infrastructure, endpoint management, collaboration technologies, virtual desktop infrastructure (VDI), or enterprise technology environments.
• Skills
• Excellent organizational and time management skills.
• Strong communication and stakeholder management abilities.
• Ability to manage multiple projects and competing priorities.
• Strong attention to detail and documentation skills.
• Customer-focused mindset with excellent problem-solving abilities.
• Ability to facilitate meetings and influence cross-functional teams without direct authority.
• Preferred Qualifications
• ITIL Foundation Certification or equivalent.
• Experience with ServiceNow, particularly Change Management or ITSM modules.
• Experience supporting release management, project governance, or PMO functions.
• Knowledge of User Acceptance Testing (UAT), pilot programs, and technology deployment planning.
• Strong technical writing and documentation skills.
• Experience working with Architecture Review Boards (ARB) or security governance processes.