Training & Change Management Specialist

Classification Title:

Education/Training Spec II

Job Description:

The Training & Change Management Specialist will be responsible for creating trainings and implementing change management strategies that result in strategic deployment, informed and prepared stakeholders, and successful adoption of new tools and processes. Reporting to the Associate Director of Project Management & Business, this position will play a key role in ensuring projects (change initiatives) meet objectives for end user success by increasing employee adoption and usage with a focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures. Project Management & Business Analysis collaborates closely with Advancement teams on institution-wide strategic initiatives to develop, document and implement departmental and organizational priority projects, process improvements, and procedures.

Role and Responsibilities:

Education & Training

• Serves as the primary trainer, curriculum and content developer, and training coordinator for the constituent relationship management database (CRM) and associated tools, applications, processes and procedures and product enhancements.
• Coordinates and conducts ongoing in-person, online, and asynchronous training and orientations. Partners with the Talent Development to ensure alignment of training methodology, curriculum, and branding and standards.
• Determines best practices for training delivery in a variety of settings including large scale, department level, and individual audiences.
• Partners with business analysts to develop training requirements and develop targeted training for all functional areas.
• Participates in project teams and product and application testing to understand training needs resulting from project outcomes, product enhancements, business rule, or other changes.
• Gathers feedback and reports on training success through surveys and ongoing review and analysis.
• Administers learning evaluations and assessments.
• Maintain change management and training curriculum documentation.

Change Management

• Partners to ensure the successful execution of the change management and training program, applying strong project management skills to identify and mitigate risks/issues to the training plan as they arise.
• Reviews and monitors the impact assessment and stakeholder analysis deliverables to realize future state goals for each business team and role.
• Partners with project managers to establish alignment of change management plans with project planning and milestones.
• Works with subject matter experts and project teams to determine deployment and implementation requirements. Assists in deployment risk assessment and mitigation activities.
• Partners to develop a formal close out and transition plan to steward projects through adoption.
• Develops engagements for new product developments, product upgrades and process improvements.
• Evaluates existing deployment and implementation processes and suggests improvements to the change management methodology and training strategies.
• Regularly audits adoption of products and processes through surveys or usage data to evaluate training outcomes and change management practices.
• Contributes to a project team environment that fosters trust and facilitates solution-oriented discussions ensuring optimal organizational solutions.
• Provides post-deployment support to customers as needed to evaluate adoption and ongoing customer training or documentation needs, and reports deployment status to management on regular basis.

Content Management & Development

• Develops the CRM and associated tools and processes knowledge base for internal and external audiences, using version control to update and maintain training and reference materials.
• Customizes vendor manuals and documentation to meet our organization’s end user needs.
• Develops quality, branded training materials for target audiences and functional areas. Synthesizes business rules, policies and procedures into impactful end user materials including 1-pagers, tutorials, technical documentation, videos and workflows targeted for varied audiences.
• Serves as a convener, facilitating workgroups and meetings, as appropriate with subject matter experts, to develop training plans, inform communications and curriculum, and documentation.
• Develops deployment documentation for customers and maintains training and learning materials for teams.
• Develops, coordinates and tracks documentation deadlines and milestones within projects. Partners with business analysts and project managers to transform project-based documentation into communication and change management materials.
• Develops content following established standards and helps establish new protocols for new content tools.
• Develops customized training materials targeting to Advancement system users.
• Presents materials to different audiences to support communication of policies and procedures across departments.

Expected Salary:

Salary commensurate with education and experience.

Minimum Requirements:

Bachelor's degree in an appropriate area and four years of relevant experience, or an equivalent combination of education and experience.

Preferred Qualifications:

The ideal candidate will possess:

• Change Management Expertise: Demonstrated experience executing core components of training and change management programs for IT transformation and system integrations, including communications, training, and stakeholder engagement. Grounded in change management principles, methodologies, tools, and leading edge practices.
• 4+ years of applied change management, communications, and/or training experience in management consulting, fundraising, or IT industry
• Project and Program Management Skills: Proven track record of delivering training programs for complex, enterprise-wide, and transformational technology initiatives. Effective in making sound business decisions, flexing/adapting approach, and being proactive. Ability to work well under deadlines and juggle multiple priorities. Strong time management skills.
• Technology Fluency: Proven ability to thrive in technical environments, especially implementations of Salesforce products. Experience with Sales Cloud, Service Cloud, Marketing Cloud and/or Tableau a plus.
• Interpersonal Skills: Able to articulate ideas clearly and succinctly in a variety of settings and styles. Build trusting relationships, credibility, and use strong communication and influencing skills to partner effectively with stakeholders to improve decision-making and business outcomes.
• Experience working in change management or training for software development or as part of a conversion team highly preferred.
• Demonstrated ability to develop business process models.
• Accuracy, attention to detail and a customer service oriented attitude.
• Ability to work collaboratively and a team player.
• Excellent analytical and problem solving skills.
• Ability to organize resources and establish priorities.
• Ability to gather data, compile information and prepare reports.
• Must be an outstanding communicator and possess excellent written and verbal communication skills; interpersonal skills; and the ability to work collegially and interact effectively with a diverse constituency.
• An appreciation for and support of diversity in the workplace in all its forms; proven success working with stakeholders; project management skills; experience in a data-driven environment; organizational skills; and the ability to lead, influence and motivate others are required.
• Working knowledge in these areas: Windows, Microsoft Word, Microsoft Excel, Microsoft Access, internet browsers, preferably Internet Explorer, E-mail. Working knowledge of a donor database, contact management and tracking system.

Special Instructions to Applicants:

In order to be considered, you must upload your cover letter, resume, and three references.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required: No