Customer Readiness Assessment Coordinator

Job Description

About the Role

We are looking for a highly organized and proactive CRA Coordinator (Customer Readiness Assessment Coordinator) to support the successful delivery of customer-facing technology initiatives. In this role, you will coordinate cross-functional teams, facilitate project readiness, and ensure technology changes are thoroughly planned, tested, and supported before deployment.

You will serve as the central point of coordination between project teams, infrastructure, support, security, and business stakeholders to ensure every rollout delivers a seamless employee experience.

Key Responsibilities

• Coordinate Customer Readiness Assessment (CRA) activities from project intake through deployment.
• Guide project teams through each phase of the readiness process and ensure required documentation is completed.
• Schedule and facilitate readiness reviews, project meetings, and stakeholder discussions.
• Monitor project milestones, timelines, and deliverables while identifying potential risks or delays.
• Maintain accurate project documentation, assessment records, and status reports.

• Act as the primary point of contact for project teams throughout the readiness process.
• Coordinate with Infrastructure, Security, Architecture, Service Management, and Support teams.
• Provide regular project status updates and escalate issues when necessary.
• Ensure stakeholders understand project requirements, responsibilities, and timelines.

• Track testing activities, user acceptance testing (UAT), pilot programs, and rollout readiness.
• Verify that support documentation, knowledge articles, training materials, and operational procedures are completed before deployment.
• Coordinate rollout communications and post-deployment support activities.
• Monitor post-implementation performance and support hypercare activities until project completion.

• Prepare reports on project progress, readiness status, and key performance metrics.
• Identify opportunities to improve project coordination and governance processes.
• Support process audits and contribute to continuous improvement initiatives.
• Assist in enhancing workflow automation and project tracking tools.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• At least 3 years of experience in any of the following:
• IT Project Coordination
• Program Coordination
• Release Management
• PMO Support
• IT Operations or Governance
• Experience coordinating multiple cross-functional stakeholders in an enterprise environment.
• Working knowledge of IT Change Management and IT Service Management (ITSM) processes.
• Excellent organizational, communication, and documentation skills.
• Strong attention to detail with the ability to manage multiple priorities simultaneously.
• Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.

• ITIL Foundation Certification or equivalent.
• Experience using ServiceNow, particularly Change Management or ITSM modules.
• Experience supporting technology deployments, infrastructure projects, or enterprise applications.
• Familiarity with User Acceptance Testing (UAT), pilot coordination, and change management processes.
• Strong technical writing and documentation skills.

• Excellent project coordination and organizational skills
• Strong stakeholder management and communication
• Analytical and problem-solving mindset
• Customer-focused approach
• Ability to work independently and collaboratively
• Strong time management and prioritization skills
• Attention to detail and process compliance