Title: IT Operational Readiness Content Management Analyst
Timeline/duration: 10+ Months
Location: Remote, then Weston
We are looking for an enthusiastic high performer who will assess the user and business workflow impact of IT systems and make updates to runbooks, operating procedures, training materials, and other types of content, to ensure a smooth transition for end-users and system support teams.
This is a unique user-facing role with a focus on user touchpoints and processes. This role works in partnership with a project team that includes business analysts, project managers, developers and system testers. No coding is required. Responsibilities include, but are not limited to:
Essential Duties & Responsibilities
Help prepare Client for deploying a new SailPoint Identity IQ Identity and Access Management (IAM) solution by supporting operational readiness needs related to content management. Various types of content (runbooks, Knowledge Base articles, standard operating procedures, training materials, SharePoint, corporate Intranet, etc. must be updated prior to this system deploying to production.
Represent user needs (end user and system support users) during the implementation and launch of the new system, with the goal ensuring usability and adoption by users. Scope includes the following activities:
o Implement iterative user impact analyses:
Inventory content (runbooks, procedures, Knowledge Base articles, content cards, quick-reference cards, and other materials. Prioritize content requiring updates based on compliance requirements.
Analyze, identify, document, and communicate end-to-end and day-in-the-life use cases.
Evaluate potential impacts of the system usage to the users. Document summaries, detailed findings, and recommendations with screenshots.
Review business process flows and test scripts.
Leveraging process flows, test scripts, test results, and other project documentation, autonomously prepare updates to content.
Track, prioritize, and report issues and recommendations.
Work with project teams to see if and how prioritized concerns can be addressed.
Identify topics and user impacts to be addressed in training, communication themes, and knowledge support materials.
Create and/or update various knowledge support materials and end-user communications to support the overall change management process for stakeholders and business end-users.
o Audit and inventory existing knowledge support materials including quick-reference cards and SharePoint Online site content.
o Participate in project meetings and capture end-user feedback and questions.
Develop and communicate project milestones for assigned area(s) of project responsibility.
Periodically conduct user research and compile results into user stories or personas as well as related test scripts.
Scope may also include supporting other projects that include applications and hardware used by all employees, such as ServiceNow/IT Help, Laptops & Mobile Devices, Conference Room technologies and more.
Must be onsite in our Weston location. May also require onsite visits to our Cambridge/Kendall Square location.
Qualifications & Experience
Bachelors or masters degree is recommended in addition to 5+ years of business experience, preferably in the areas of user-facing business analysis and IT User/Customer Experience.
Ability to produce
Experis is an Equal Opportunity Employer (EOE/AA)