Job Description

Project Coordinator Mexico (Remote)

MUST HAVE: Good customer service Servicenow/azure devops Outlook – organization, go getter

Job Description: We are seeking a highly organized, customer-focused Operations Coordinator to serve as the front door to the Ancillary product and development team. In this role, you will manage incoming requests and issues from internal stakeholders, ensuring smooth intake, tracking, and handoff to the appropriate development teams. You will act as a liaison between business and technical teams, retrieving and reviewing requests submitted via ServiceNow, gathering any missing information, and creating clear, structured work items in Azure DevOps for our engineering teams. This position requires strong communication, process management, and coordination skills.

Key Responsibilities:

• Serve as the first point of contact for incoming requests to the Ancillary team, ensuring prompt and professional handling.
• Retrieve and triage tickets from ServiceNow, meet with requestors to clarify scope, urgency, and business impact.
• Create and track work items in Azure DevOps, ensuring completeness and clarity for developers.
• Manage a shared team inbox to ensure requests are categorized and routed to the appropriate teams.
• Ensure timely handoffs to offshore resources when applicable, providing clear documentation and context.
• Collaborate cross-functionally with business, product, and technical teams to facilitate smooth workflows.
• Identify opportunities to streamline and improve intake processes; experience with Lean Six Sigma or continuous improvement is a plus.
• Maintain documentation of intake workflows and SLAs to ensure accountability and transparency.

Qualifications:

• 5+ years of experience in an operations, coordination, or customer service-oriented role.
• Experience using ServiceNow, Azure DevOps, or similar ticketing and project tracking systems.
• Strong organizational skills and ability to manage multiple concurrent requests with attention to detail.
• Excellent interpersonal and written communication skills.
• Proactive mindset with a focus on problem solving and service excellence.
• Comfort working across global teams and time zones, including offshore collaboration.
• Preferred: Experience supporting software development or IT teams.
• Preferred: Familiarity with Agile methodologies.
• Preferred: Process improvement training or certifications (e.g., Lean, Six Sigma, Kaizen).

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