Technical Documentation and Change Management Specialist - GABest

About Us

GeorgiaBEST (Banner Enhanced System Team) is responsible for supporting, maintaining and delivering innovative technology solutions to meet the administrative and student needs of 25 University System of Georgia (USG) institutions. GeorgiaBEST supports critical core functions such as admissions, registration, financial aid, grade reporting, student billing and refunding while also provisioning integrations with other critical USG services like Administrative Services, the Intra-Georgia Registration Sharing System (INGRESS), GeorgiA LIbrary LEarning Online (GALILEO), GAfutures, Brightspace by D2L (formerly Desire2Learn) Learning Management System and Data Collections.

Location

This role is based at the Information Technology Services (ITS) office in Athens, Georgia, located at 2500 Daniells Bridge Road. Onsite attendance is required five days a week, and remote work is not offered for this position.

This position is for permanent, full-time employment. Candidates must reside in the state of Georgia or be willing to relocate to Georgia as a condition of employment.

Please note that we do not provide visa sponsorship or support visa transfers for this position at any point in time. Applicants must be legally authorized to work in the United States.

Job Summary

The Technical Documentation and Change Management Specialist is a professional position involving activities associated with organizational change management and adoption for high impact system-wide academic services, student information systems involving the integration of people, process, and technology. This includes developing comprehensive technical change management plans for targeted projects and/or initiatives as well as coordinating, directing and/or executing technical change management activities and strategies. This employee will work closely with functional and managerial staff to provide consultation, guidance, tools and resources to assist a group of Business Analysts to ensure specific project goals are accomplished as a team. The Technical Change Management Specialist 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

Essential Duties and Responsibilities

• Provide technical change management expertise, advice and consultation on Academic Services project implementations and other USG-wide projects by applying a structured methodology.
• Development and execution of technical communications and training materials, such as quick reference guides, frequently asked questions, Web content, presentations, etc. The ideal candidate will play a critical role in shaping the way our team is perceived by key audiences.
• Develop and implement technical communications strategies and plans to support implementations and facilitate the organizational transition associated with the adoption of solutions and new application functionality.
• Develop a Technical Change Management strategy to mitigate impacts and foster an environment that is conducive to adoption of new or changed enterprise applications and business processes.
• Assist in recommending, developing, implementing and/or overseeing technical change management related processes and procedures.
• Demonstrate understanding of technology delivery, systems, and methods necessary to develop an integrated change management plan for the technology organization and the communication skills necessary to influence the organization to embrace the proposed changes and ensure sustainability.
• Collaborate with Subject Matter Experts, technology product owners, business stakeholders, and team members in the design and development of high-quality training curricula and courses.
• Define and measure success metrics and monitor change progress to ensure quality, adherence to timelines and other established criteria.
• Where applicable, lead and coordinate the work of various groups and committees that may be convened in support of technical change management plans.
• Manage the data gathering, analysis and performance measurement of programs. Evaluates the quality and effectiveness of services provided through review of reports and statistical data.
• Partner with Project Management team to integrate technical change management plans with overall organizational project management plans.
• Participate in project planning process and other Academic Services team activities.
• Identify training needs through partnership with functional business analysts, surveys, interviews with stakeholders, and/or consultation with managers.
• Develop, organize, plan, and customize lesson plans, curriculum, instructor guides and course materials such as handouts and visual materials.
• Collaborate with business analysts in development and delivery of training to help institutional staff use applications and associated systems to improve job skills and enhance knowledge.
• Performs other duties as assigned.

Required Qualifications

• Bachelor's degree in Adult Learning, Education, Communication, Information Technology, Business, or Liberal Arts, along with 1-2 years of experience in higher education supporting or developing and facilitating system training for an ERP system, is required; or equivalent combination of education and experience is required.
• Technical aptitude to learn and work with information systems is required.
• Excellent communication skills are required, including verbal, written, presentation, and listening.
• Ability to comfortably work in a fast paced, often ambiguous and event driven environment.

Preferred Qualifications

Communications

• Requires good 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.
• Must have the ability to be a negotiator in resolving difficult issues such as shared resource availability with multiple groups within the organization.
• Good written communication skills are also required for writing reports and business correspondence.
• 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.

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 with a broad range of constituencies.
• Skill in collaborating with and through multiple constituents.
• Skill in decision making and problem-solving including root cause analysis
• Skill in interpersonal relations.
• Skill in oral and written communication.
• 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.

USG Core Values

The University System of Georgia is comprised of our 25 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.