"Communications Professional Entry"

Job Details

Job Title: Communications Professional Entry
Location: USO-Information Tech Services
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 290134

About Us

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Job Summary

This is a professional position involving activities associated with development of technical documentation, change management and change adoption for high impact system-wide administrative information systems involving the integration of people, process, and technology within the Administrative Services department. This position will work closely with functional and managerial staff in the areas of change management, training, creation and maintenance of various types of technical documents including functional documentation, change control documentation, business process guides, configuration guides, and job aides to support the University System of Georgia’s ERP applications. This position interprets change management, documentation, and training needs of customers and users to develop the appropriate artifacts to meet the needs of all audiences in a manner that ensures a high quality of customer service overall. The Technical Documentation and Change Management Specialist, Entry does not formally direct the work of employees but will recommend coordination of various tasks and activities performed by peers and/or team members.

Responsibilities

• Technical Documentation
  • Interview internal Subject Matter Experts (SMEs) to understand work functions and processes and gather information.
  • Participate in the development, organization, planning, and customizing of technical communications and training materials, such as quick reference guides, frequently asked questions, Web content, presentations, lesson plans, curriculum, instructor guides and course materials. The ideal candidate will play a critical role in shaping the way our team is perceived by key stakeholders.
  • Utilize a variety of software to write, edit, revise, and compare documents according to guidelines.
  • Maintain documentation that changes as a result of a project, reorganization, or system changes.
  • Maintain document repository (i.e. process owners, review dates, system impacts, etc.).
  • Assist in the development, implementation, and overseeing of the roll-out of new projects into the department to ensure procedures are accurate, efficient and effective.
  • Oversee and update the documentation website.
  • Provide progress reporting and participate in the preparation of presentations and recommendations regarding departmental quality results, initiatives, and data.
• Change Management
  • Assist with architecting change management plans based on current and projected business requirements.
  • Communicate change management procedures to management, functional staff, technical staff, and customer base as appropriate to set expectations with each audience.
  • Monitor change management process to assure that all steps are followed with proper lead time.
  • Partner with Organizational Project Management team to integrate technical change management plans with overall organizational project management plans, processes and procedures.
  • Where applicable, coordinate the work of various groups and committees that may be convened in support of technical change management plans.
• Process Improvement
  • Assist in development and maintenance of the approach to identify process improvement opportunities within the department.
  • Research, analyze, develop, measure and implement business process improvements with the primary objective of improving customer satisfaction, cost-effectiveness, and efficiency.
  • Participate in diagnosing issues in workflow, quality, training, and other sources and identify trends.
  • Investigate issues by conducting thorough root cause analysis.
  • Assist with gathering metrics to track progress, identify issues, and recommend decisions and improvements.
  • Solicit input/feedback from team members to enhance functionality of guideline content so that answers are easy to find and understand.
  • Make recommendations for improvement of end-to-end processes and assist in achieving operational readiness for department staff and operations to make process changes.
  • Work with other department SME's to ensure the cross-functional adherence departmental procedures.
• Training
  • Facilitate specific functional/technical training programs to help institutional staff to use the Financials applications and associated systems to improve job skills and enhance knowledge.
  • Offer specific training programs to help institutional staff to use the Financials applications and associated systems to improve job skills and enhance knowledge.
  • Assist in the organization, planning, and customization of lesson plans, curriculum, instructor guides and course materials such as handouts and visual materials.
  • Assist with the design of classroom presentations that meet training objectives.
  • Manage all training schedules and calendars.
  • Manage enrollment in online classes.
  • Assist with monitoring, evaluation and recording of training activities and program effectiveness.
  • Develop and deliver class schedules based on size of facility and type of install according to established standards.
  • Identify and learn new product features, as well as industry and state regulations.
  • Other duties as assigned.
• Customer Service
  • Maintain a consistent, high quality, customer-focused orientation when developing and supporting documentation, training, and change management activities for both internal and external users.
  • Treat customers, staff and co-workers with respect, courtesy and tact; listen well and maintain a professional relationship.
  • Assume ownership of documentation for the team; anticipate the needs of both the team and all customer audiences and plan to meet their needs over time.
  • Provide clear, accurate information; explain procedures or materials or provide supplemental information; anticipate problems and questions.
  • Maintain a high level of knowledge of current trends and developments in the field of administrative services and information technology by reading appropriate publications and attending related seminars, conferences, etc.
• Communications
  • Requires outstanding interpersonal communication skills to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Requires good interpersonal communications skills to include advising, recommending, counseling, directing and delegating.
  • Outstanding written and oral communication skills to author and present a wide variety of customer-focused communications and training (newsletters, reports, flyers, workbooks, user guides, procedure manuals, webinars, and other business correspondence).
  • Must be proficient in the use of web conferencing applications.
  • Knowledge of grammar, syntax, style, and design, technical communication principles and practice, information architecture, editing, quality assurance, publication, instructional design, training, and dissemination mechanisms for different media.

Required Qualifications

Bachelor’s degree in a related field, plus X years of relevant experience, or an equivalent combination of knowledge, skills, education, and experience.

Preferred Qualifications

• Exposure to change management, training, or technical documentation (internship or coursework).
• Familiarity with enterprise applications such as PeopleSoft, Workday or other ERP systems.
• Experience with tools like Microsoft Office, SharePoint, or Learning Management Systems (LMS).

Knowledge, Skills, & Abilities

• Knowledge of change management principles, methodologies, tools, theories and/or practices.
• Knowledge of computers and job related software programs.
• Knowledge of research methodology and design.
• Skill in written communication and collaboration with a broad range of constituencies.
• Skill in decision making and problem solving including root cause analysis.
• Skill in interpersonal relations.
• Skill in developing and delivering presentations.
• Ability to effectively manage multiple priorities.
• Ability to work across all levels of the organization and to develop effective working relationships.
• Ability to work in a team environment.
• Ability to learn to use various tools and applications.
• Ability to work independently and be a self-starter.
• Ability to quickly learn and comprehend core applications of the Administrative Services team in order to develop and design project, training and change management documents.
• Knowledge of on-line design and development principles, including knowledge of W3 accessibility guidelines.
• Must be able to work on a schedule that includes nights, weekends, or holidays when required.
• Must be able to travel as needed, including overnight stays where applicable, to support service objectives and initiatives.
• Must be flexible, well organized, and team-oriented.
• Technical aptitude to learn and work within a Financials/HR/Payroll enterprise application is required.
• Excellent communication skills are required, including verbal, written, presentation, and listening skills.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at <https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct>.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at <https://www.usg.edu/policymanual/section6/C2653>.

Conditions of Employment

Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel.
This position does not require security clearance.

Background Check

Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.

For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.