CRA (Customer Readiness Assessment) Coordinator-Alabang

CRA (Customer Readiness Assessment) Coordinator

The CRA Coordinator is responsible for managing and coordinating the Customer Readiness Assessment process for enterprise technology initiatives. This role ensures that technology changes are properly planned, tested, documented, supported, and fully ready before deployment.

The position serves as the central coordination point between project teams, Infrastructure, Engineering, Security, Compliance, IT Service Management (ITSM), Global Tech Support, and business stakeholders. The CRA Coordinator tracks project readiness, facilitates reviews and approvals, identifies risks or delays, and ensures all required documentation and support requirements are completed before implementation.

Key Responsibilities

• Manage the end-to-end Customer Readiness Assessment (CRA) process.
• Coordinate project teams and stakeholders through CRA requirements, reviews, and approvals.
• Track testing, UAT, pilot activities, deployment readiness, and Hypercare.
• Ensure support documentation, knowledge articles, training materials, and operational procedures are completed.
• Monitor multiple technology initiatives and proactively identify risks, gaps, and delays.
• Facilitate meetings, readiness reviews, and stakeholder communications.
• Prepare status reports, metrics, and executive updates.
• Support ServiceNow-based workflows, Change Management, and ITSM processes.
• Identify opportunities to improve CRA processes, governance, and workflow automation.

What We're Looking For

• At least 3 years of experience in IT Project Coordination, Program Coordination, Release Management, Change Management, PMO, or Operational Governance.
• Experience coordinating cross-functional enterprise IT projects.
• Familiarity with ITSM and Change Management processes.
• Strong organizational, communication, documentation, and stakeholder-management skills.
• Ability to manage multiple projects and priorities while maintaining attention to detail.
• Customer-focused and comfortable facilitating discussions and influencing teams without direct authority.

Preferred Qualifications

• ITIL Foundation certification or equivalent.
• Experience with ServiceNow, particularly Change Management or ITSM modules.
• Background in release management, PMO, project governance, or technology deployment.
• Knowledge of UAT, pilot programs, and production readiness.
• Experience with technical documentation, Architecture Review Boards (ARB), or security governance.