Job Description

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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