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The Change Manager supports the successful adoption of organizational and technology changes by developing communications, training materials, user documentation, and knowledge resources. Working under the direction of the Director of Project Management for Information Technology, this role helps employees and students understand, prepare for, and successfully adopt new processes, systems, and technologies.
The coordinator serves as a key resource in ensuring stakeholders receive timely communications, accessible training, and ongoing support throughout the change lifecycle. Depending on organizational priorities and workload, this position may also be assigned to coordinate or manage small to medium-sized projects under the direction of the Director of Project Management for Information Technology.
Essential Responsibilities
Change Management Support
- Assess the organizational impact and readiness of assigned initiatives and determine appropriate change management strategies, including stakeholder engagement, communication, training, and adoption approaches
- Evaluate change adoption risks, stakeholder concerns, and implementation challenges; develop and recommend solutions or modifications to project and change strategies, with recommendations relied upon by project sponsors and leadership.
- Develop and maintain change management plans, communication schedules, and stakeholder engagement activities.
- Monitor change adoption and collect feedback to improve user experience.
- Track change management deliverables and report progress.
Project Management Support
- Coordinate and manage assigned projects, ensuring deliverables, timelines, and project objectives are achieved.
- Assist with project planning, scheduling, documentation, risk tracking, and stakeholder communication.
- Collaborate with project sponsors, business stakeholders, and technical teams to support successful project delivery.
- Maintain project documentation and provide status updates to leadership.
Communications
- Develop clear, user-friendly communications regarding upcoming system and process changes.
- Create announcements, newsletters, FAQs, and other communication materials.
- Ensure messaging is consistent across departments and communication channels.
Training and User Adoption
- Develop end-user training materials, job aids, quick reference guides, and instructional documentation.
- Deliver instructor-led training sessions both in person and virtually using Microsoft Teams or similar platforms.
- Coordinate training schedules and maintain attendance records when appropriate.
- Evaluate training effectiveness and recommend improvements.
Knowledge Management
- Create and maintain knowledge base articles and Help Desk support documentation.
- Record software demonstrations, process walkthroughs, and instructional videos.
- Publish instructional videos and training content through the organization's YouTube channel and other designated knowledge repositories.
- Ensure documentation remains current following system updates or process changes.
Collaboration
- Work closely with project managers, business analysts, IT staff, department leaders, and Help Desk personnel.
- Participate in project meetings to understand upcoming changes and prepare adoption resources.
- Support continuous improvement of change management and project management practices, processes, and templates.
Qualifications
Education
Bachelor's degree in Business, Communications, Information Technology, Education, Organizational Development, or a related field preferred.
Experience
- Two to four years of experience supporting organizational change, training, communications, project coordination, or a related field.
- Experience supporting IT implementations or business process improvements preferred.
- Experience creating instructional content or facilitating training is highly desirable.
- Experience coordinating or supporting projects is preferred.
Knowledge, Skills, and Abilities
- Understanding of organizational change management principles (Prosci knowledge is a plus).
- Knowledge of basic project management principles and practices.
- Excellent written and verbal communication skills.
- Strong presentation and facilitation abilities.
- Ability to create engaging documentation and training materials.
- Experience recording instructional videos and creating digital learning content.
- Proficiency with Microsoft 365 applications, including Teams, SharePoint, PowerPoint, Word, Forms, and Excel.
- Experience using YouTube to publish instructional videos and familiarity with Camtasia, ScreenPal or similar screen recording software.
- Experience using knowledge management or Help Desk platforms (e.g., ServiceNow, Freshservice, Jira Service Management, Zendesk, or similar) preferred.
- Strong organizational, planning, and project coordination skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent interpersonal and customer service skills.
Preferred Qualifications
- Change Management certification or willingness to obtain certification.
- Experience with Learning Management Systems (LMS).
- Experience creating training videos and digital learning content using Camtasia, ScreenPal or similar software.
- Familiarity with project management methodologies such as Agile and Waterfall.
Success Measures
The Change Management Coordinator will be successful when they:
- Deliver timely and effective communications that prepare users for change.
- Produce high-quality documentation, training materials, and recorded tutorials.
- Conduct engaging training sessions that improve user readiness and confidence.
- Maintain accurate and useful Help Desk knowledge articles.
- Successfully coordinate assigned projects and meet established project objectives.
- Contribute to high user adoption and satisfaction for new systems and processes.
- Build strong partnerships with project teams, business stakeholders, and IT leadership.
Cumberlands is different by design. Our employees exemplify our motto in the pursuit of a
“life-more-abundant.”
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