Job Summary:
The Process and Systems Change Management Specialist will be heavily involved in new technical application/product introductions/rollout for the users. Duties will include assistance in defining change management plans for new technical system rollouts, designing adoption metrics, participation in the roll-out, and addressing issues with both the process and IT systems as users become familiar with the application. Experience in change management best practices as well as experience in understanding business rules governing enterprise grade system functionality is required. Experience in designing or implementing systems integrations using APIs and ETL processes (including SQL queries) is a plus.
Key Responsibilities:
- Understand the technical architecture of the system and business rules governing the end user experience. Become an SME for the system.
- Develop implementation strategies for technical solutions to ensure smooth transitions and minimize adoption resistance
- Collaborate with the project team to integrate change management activities and communications into the project plan
- Develop and provide training to stakeholders and users to facilitate acceptance and use of new applications
- Conduct product demonstrations and presentations to showcase the capabilities and benefits of our solutions.
- Engage with stakeholders and end users to understand their needs, address their concerns and work with the project team to resolve issues
- Collect user feedback and collaborate with development teams to implement improvements and enhancements.
- Create and maintain comprehensive documentation for software products, including user guides and technical manuals.
- Monitor the impact and progress of new technical applications to ensure smooth implementation and address resistance issues or unexpected hurdles
- Utilize problem-solving skills to coordinate user system/process concerns with the project team
- Participate in conceptual software application development and support systems development based on user functional needs and technical know how
Qualifications and Skills:
- Bachelor's degree in a technical or related field (Computer Science, Computer Engineering, Information Systems) or equivalent experience
- 4-5 years of experience in software product rollouts, implementation, or related roles (customer support, technical support)
- Proficiency in understanding software systems, business processes, technical rules and concepts, solution architecture, product development, troubleshooting techniques and customer support best practices
- Hands-on experience in change management, project management, or process improvement roles with a strong track record of success
- Advanced degrees or certifications in change management is a plus
- Ability to work collaboratively with cross-functional stakeholders including IT, developers, Product Managers and DevOps and business units.
- Clear and effective communication skills to prepare messaging, presentations, and reports tailored to specific audiences with the ability to explain technical concepts to non-technical users.
- Leadership and influence skills to effectively engage and collaborate with multiple stakeholders at various levels in the organization
- Project management to coordinate multiple tasks and change management activities into the overall project schedule
- Strong problem-solving skills to address issues creatively and strategically
- Flexibility and adaptability to adjust to changes in a fast-paced environment
- Experience with Agile development methodologies is a plus
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What We Do
We translate strategy into long-term, sustainable, and measurable results by using our three-tier approach: Strategy, Capability and Execution.
We structure our work with clients around three critical questions:
1. STRATEGY — Are we doing the ‘right’ things?
Gut instincts alone are not enough to manage a growing enterprise. You need strong analytics to make the quantifiable strategic decisions that will drive your continued success. Capital spending and organizational initiatives must be aligned to the strategy.
We help you implement strategic alignment tools to prioritize your capital spending and strategic initiatives.
2. CAPABILITY — Are we ‘capable’ of doing the ‘right’ things?
Capability is the readiness of the company to navigate the path set by its strategy. The importance of capabilities was highlighted when research showed that some companies consistently outperformed others despite having similar strategies, market positions, value propositions and pricing.
Those leading companies were found to have superior capabilities that allowed them to perfect the implementation of their strategies.
We help you transform your organization and develop the capabilities required for strategy implementation. Our engagement is often structured around the four elements of capability: process, organization, systems, and performance.
3. EXECUTION — Are we ‘executing’ the ‘right’ things ‘right’?
Strategy and capability are essential to superior performance, but they alone are not sufficient for a company’s success. Excellence in execution is the third required ingredient.
Execution is about getting things done. Excellence in execution is about getting things done right every time.
Our involvement during the execution phase is usually categorized under one of the following categories or a combination thereof:
· Monitoring and measuring performance
· Outsourcing some of the client’s business functions
