General Summary

Responsible for planning and managing the change management process and communications for the Center for Technology Innovation. Accountable for the overall quality of the change management process. Ensure requested changes meet business objectives. Develop and maintain the technology change management process, which includes prioritizing changes, ensuring successful communication of changes and upcoming go-lives for new projects in collaboration with Center for Technology Innovation leadership. Work is performed under limited supervision. Direct report to the Senior, Manager Solution Design & Implementation.

Principal Responsibilities and Tasks
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Develop materials such as communications plans, leadership briefings, fact sheets, website content, and email blasts that are high quality and free of errors.
• Effectively and professionally engage with all project stakeholders and explain complex systems in plain language.
• Develop, implement, and evaluate integrated communications strategies that span various campaigns, including media relations, email campaigns, and related communications strategies.
• Create, revise, and implement communications material that delivers consistent key messages to target audiences through appropriate channels that are consistent with branding, messaging, and digital strategies.
• Accept, categorize and prioritize change requests in line with business strategy and objectives.
• Coordinate activities of Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB), including meeting scheduling, prior circulation of change requests and agenda to be considered, meeting invites and quorum formation).
• Determine changes that qualify as emergency changes and ensure they follow associated emergency change framework.
• Determine and agree on user requirement/schedule for downtime for change implementation.
• Ensure adequate user awareness on changes to systems, infrastructures and products.
• Ensure adequate tracking and monitoring of change management items.
• Interface with the other CTI team members and leaders for integration of configuration management database (CMDB) with change record/items.
• Document change activities along the change lifecycle, including rollback plans and processes
• Participate in all change management activities and releases.
• Foster a culture of collaboration, problem solving, innovation, continuous learning, and a one team mindset.
• Mentor staff in both technical and soft skills to craft a team of highly competent, consistent, thoughtful, and customer-centric technology experts.
• Evaluate personnel effectiveness and develop/implement training programs to improve performance.
• Perform supervisory functions including hiring, discipline, training and development, and prepare performance reviews in accordance with UMMS policies and procedures.
• Mentor, coach, and professionally develop more junior team members.
• Develop and maintain a strong quality assurance and control process for team deliverables.
• Perform other duties as assigned.

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

Education and Experience

• Bachelor's degree in communications, Information Technology, Software Engineering, or related field, or the equivalent combination of education, training, and experience.
• Master’s degree preferred.
• Minimum 3 years of supervisory and/or management experience.
• Minimum 5 years of experience developing and executing internal communication strategies, plans, and programs in an Information Technology environment.
• Experience working in healthcare preferred.
• Certification in ITIL Foundation, Practitioner, Intermediate, Expert or Master Certifications by Axelos, ISO 20000 (IT Service Management System), certification by ISO/IEC, COBIT 5 Foundation and Implementer certification by ISACA, or similar preferred.

 Knowledge, Skills and Abilities

• Advanced knowledge of change management principles and methodologies.
• Advanced active listening skills.
• Working knowledge of large-scale organizational change efforts.
• Exceptional writing abilities and an aptitude for making complex technical information accessible for the average person
• Ability to successfully motivate and inspire team members to high performance levels.
• Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment.
• Flexible, enthusiastic approach to work including a strong desire to learn with the ability to adapt quickly to new systems and learning, understanding, and applying new technologies.
• Ability to lead teams effectively, prioritizing requests, workload and establishing a goal-oriented work environment with clear and concise work procedures and productivity metrics.
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely at all levels within the organization.
• Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes.
• Advanced skill managing multiple staff initiatives and meeting changing requirements and priorities to accomplish objectives.
• Advanced leadership skills, including situational awareness, conflict resolution, establishing alignment and clear direction, and driving continuous improvement.
• Advanced analytical, conceptual thinking, planning, organizational, and problem-solving skills.
• Advanced skill developing and maintaining collaborative working relationships with all levels of leadership, staff and vendors.
• Advanced verbal, written and interpersonal communication skills.
• Experience and comfort with novel technology implementation and documentation.
• Ability to distill complex ideas into engaging content for diverse audiences, across multiple communication platforms.
• Demonstrated writing, editing, proofreading, and formatting of client-ready materials.
• Advanced skill in the use of Microsoft Office Suite (e.g., Access, Word, Excel, PowerPoint).

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