Job Specification Details

Professional level work in the area of change management specifically around IT systems and help desk functions. Work is performed under the general direction of an administrative superior.

Manages analysis of business process changes, organizational and management issues, and communication needs. Analyzes business operations and identifies areas resistant or incapable of change and creates plans and recommendations for implementing successful change management. Identifies requirements, evaluates ongoing needs, and makes recommendations regarding ongoing training and support necessary for project success. Provides ongoing impact assessments and stakeholder analysis across multiple stakeholder groups. Is a key partner in system upgrades, implementations, and projects. Works closely with project managers and teams or may take responsibility for project management as a team leader.  Leads an interdepartmental Change Management team that builds tools, templates and provides direction to change stakeholders.

Primary responsibility is to ensure readiness for technical changes, such as implementation or utilization of new modules or upgrade projects. This responsibility includes positioning the helpdesk to support implementations and upgrades. It is critical that this position is a key partner in minimizing risk associated with change, especially change due to major IT projects. Fosters relationships with stakeholders inside and outside of the department and works to manage perceptions and expected outcomes for increased goal alignment and customer satisfaction. Prepares reports, communications, and training plans as necessary to facilitate change. Prepares and delivers presentations to stakeholders, management and others involved in the change process.

Team leader on Helpdesk, coordinates with the Agency of Digital Services, other Helpdesks, department/divisions to ensure user support needs are met. Ensures Helpdesk utilizes best practice and develops appropriate processes and procedures. Monitors customer inquiries and develops proactive solutions to user issue trends. Develops quality assurance process for helpdesk, including analysis of customer service metrics. Mentors staff in development of user training materials and delivery; priorities work based on needs. Develops Helpdesk training expertise. Coordinates business process improvement initiatives by working collaboratively with other managers and staff throughout the department and state.

Performs related duties as assigned.

Duties are performed in a standard office setting. Limited travel may be involved for which private means of transportation may be required. Quick deadlines for important reports and need for sensitive communication under challenging and difficult situations may be required. Must be able to communicate and interact directly with employees at varying levels of authority within the State of Vermont sometimes under stressful conditions.

Knowledge of administrative and management practices and procedures.

Knowledge of organization concepts and principles and how to apply them to existing or proposed business processes.

Competency in project management and the execution of multiple or large projects.

Competency in strategic thinking with strong skills in relationship management.

Ability to conceptualize creative solutions, document them and present them to senior management.

Broad knowledge of state operations and their business processes.

Excellent listening skills.

Proficient in MS Office Suite including PowerPoint. Familiarity with survey and web content management tools.

Strong facilitation, negotiation, training, and oral and written presentation skills.

Strong organizational abilities and the ability to work independently.

Analytical skills with the ability to identify complex problems, opportunities, trends, and the underlying agendas.

Ability to supervise.

Ability to communicate effectively, both orally and in writing.

Bachelor's degree AND three (3) years or more of experience in change management or organizational development that includes experience in the basic concepts of process improvement, strategic planning, organizational redesign, change management, and performance analysis.

OR

Associate's degree AND five (5) years or more of experience in change management or organizational development that includes experience in the basic concepts of process improvement, strategic planning, organizational redesign, change management, and performance analysis.

OR

Seven (7) years or more of experience in change management or organizational development that includes experience in the basic concepts of process improvement, strategic planning, organizational redesign, change management and performance analysis.

Certification in Prosci (or equivalent) method of change management.