Customer Change Specialist

Jobtailor; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jobtailor seeks a Change Coordinator/Analyst to manage changes across client environments, coordinating CAB activities and reporting on progress and risks.

You will work with networks, cyber, cloud, and service desk teams, ensuring timely resourcing and execution; lead post-implementation reviews and drive continual service improvements.

Qualifications

• 3+ years in a Change Coordinator/Change Analyst/ITSM role in a managed services or large enterprise environment.
• ITIL v4 Foundation certification with practical experience applying ITIL change management in live operations.
• Hands-on experience with ITSM tooling such as ServiceNow, Jira Service Management, BMC Remedy or similar.
• Strong written and verbal communication skills with the ability to engage technical teams, customers and senior stakeholders; translate technical detail into business language.
• High attention to detail and the ability to manage multiple changes, deadlines and stakeholders concurrently without losing quality.

Responsibilities

• Own the operational coordination of customer changes across managed environments.
• Coordinate CAB activities including agenda preparation, scheduling, action tracking, governance reporting and maintenance windows management.
• Follow up with technical teams across Networks, Cyber, Cloud, Collaboration and Service Desk to ensure changes are resourced, progressed and completed on time.
• Work inside customer systems and portals to raise, track and progress changes.
• Lead post-implementation reviews for major, failed or high-risk changes, capturing lessons learned and driving service improvements.
• Produce customer-facing and internal reporting on change activity, SLA adherence, failed changes, trends and improvement opportunities.

Skills

Change coordination

ITSM

Stakeholder communication

Reporting

Tools

ServiceNow

Jira Service Management

BMC Remedy

Job description

Responsibilities

• Own the operational coordination of customer changes across managed environments
• Coordinate CAB activities including agenda preparation, scheduling, action tracking, governance reporting and management of maintenance windows and blackout periods
• Follow up with technical teams across Networks, Cyber, Cloud, Collaboration and Service Desk to make sure approved changes are resourced, progressed and completed on time
• Work inside customer systems and portals where required to raise, track and progress changes
• Lead post implementation reviews for major, failed or high risk changes, capturing lessons learned and driving service improvement actions
• Produce customer facing and internal reporting on change activity, SLA adherence, failed changes, trends and improvement opportunities

Requirements

• Minimum 3 years experience in a Change Coordinator, Change Analyst or similar ITSM role within a managed services or large enterprise environment
• ITIL v4 Foundation certification with practical experience applying ITIL change management in a live operational environment
• Hands‑on experience with ITSM tooling such as ServiceNow, Jira Service Management, BMC Remedy or similar
• Strong written and verbal communication skills with the confidence to engage technical teams, customers and senior stakeholders, and to translate technical detail into clear business language
• High attention to detail and the ability to manage multiple changes, deadlines and stakeholders concurrently without losing composure or quality