Job Title: Senior Advisor, Change Management and Training
Reports to: Director, Integrated Systems
Internal Title: Senior Advisor
Department: Charitable Giving
Job Type: Full-Time
Location: Baltimore, MD
Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. CRS works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality. CRS' relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance and peacebuilding.
Serves as a leader on the Integrated Systems team to create operational systems and closely liaison with staff in IS to ensure that staff can effectively navigate the business processes that are supported by U.S. based information systems, including ClearView, EveryAction, Salesforce, DonorDrive and others. Collaborate with other revenue generating functions within the agency (M2, Overseas Operations) to help maximize total agency revenues. User behavior change is achieved through role delineation, communication and training around broad initiatives as well as specific workflows. Change management and training activities are complementary to efforts of other team members who are responsible for operational activities of the system, which include changing/upgrading system features and providing tactical user support.
Roles and Key Responsibilities
Responsible for developing, maintaining and implementing organizational change management (OCM) plans for all major changes to user-facing processes.
Maintain professional knowledge of organizational change management by attending educational workshops; reviewing professional publications; extending personal networks and participating in professional societies
Develop, lead and implement strategies for information system user tools and communications that support users:
- Develop and maintain (or in case additional resources become available, oversee the development and maintenance of) user-facing documentation to guide System usage. Examples include:
- job-aids, using PowerPoint, Adobe Pro, or other software
- how-to videos, using Camtasia or other similar software
- In-system help text or user guidance that assists the user in completing their business process, navigating the objects and fields of supported information systems.
- Draft, vet, and circulate communications relevant to system updates, system changes, role-based protocols or new guidance documents.
Support the leads in the business functional divisions/units/regional U.S. offices to develop infrastructure and systems for reinforcing user adoption:
- Work with business functional leads to draft and maintain suggested roles for information system usage, coordinating between business units of CRS as needed.
- Ensure that business units whose functions interface with systems have written plans for training, monitoring and support of those functions.
- Help identify needs and request for system monitoring tools that help the Integrated Information Systems team gain an understanding of system usage across the agency. Implement/monitor/inform such tools when available to help identify training or communication needs.
- Includes basic knowledge of how to use Salesforce reports, Business Objects, Power BI, or other similar reporting mechanisms.
- Implement CRS Knowledge Management and Learning (KML) best practices to improve staff learning, while staying informed about KML initiatives across the agency that may affect -or be affected by- system change communications.
Plan, develop and implement system trainings that are aligned to meet agency outcomes.
- Regularly assess needs for system training -- annually and as major system changes are planned.
- Create and maintain a training strategy which identifies divisions/units/regional U.S. offices in need of in-person support from the Integrated Information Systems team
- Assess opportunities for shorter, functional system trainings to be inserted into existing training plans. May include:
- Functional webinars
- In-person support for system-specific sessions within larger convenings or trainings
- Develop and maintain (or in case additional resources become available, oversee the development and maintenance of) training resources.
- Lead the delivery of system trainings, requesting and planning support from Integrated Information Systems team-members as required.
- Include best practices of learning needs assessments and training evaluations to assist in planning and incorporating feedback.
Maintain team continuity and overall system health:
- Collaborate with management and team members to on-board new Integrated Information Systems staff.
- Draft/create Change Requests as needed to indicate where corrections, fixes, new features or other changes are needed in the supported systems.
Backup Role -- The Senior Advisor will serve in a support role to the Director of Integrated Systems in the following ways:
Representation -- The Senior Advisor will help serve in a representation role across multiple divisional stakeholders to ensure that data efforts with individual constituents across divisions are strategic, holistic, and rigorously tested to all systems.
Backup -- The Senior Advisor will help triage ad-hoc/urgent requests from leadership. He/she will be a solutions-based critical thinker & excellent implementer, helping the Director triage, delegate and execute urgent and ad hoc requests.
Master's degree in related field required.
Minimum of seven years of relevant work experience.
Required Languages -- English
Travel - Limited travel.
Knowledge, Skills and Abilities (KSAs)
- Strong knowledge of change management methods and tools.
- Proficiency with project management software, complex donor databases, and presentation development.
- Demonstrated comfort with using information technology to support business operation's needs.
- Strong leadership, coordination and interpersonal skills, including demonstrated success leading the work of culturally diverse teams.
- Excellent oral and written communication and analytical skills.
These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.
- Continuous Improvement & Innovation
- Builds Relationships
- Develops Talent
- Strategic Mindset
- Accountability & Stewardship
Supervisory Responsibilities: None
Normal conditions for an office environment
What we offer
CRS offers a comprehensive benefits package including medical, dental, life insurance, vision, generous retirement savings plan and the opportunity to work in a collaborative, mission-driven culture that is committed to improving the lives of the poor throughout the world.
*Our Catholic identity is at the heart of our mission and operations. Catholic Relief Services carries out the commitment of the Bishops of the United States to assist the poor and vulnerable overseas. We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS' processes and policies reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.
Disclaimer: This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.
CRS' talent acquisition procedures reflect our commitment to protecting children and vulnerable adults from abuse and exploitation.
EOE/M/F/D/V - CRS is an Equal Opportunity Employer.