Specialist, Service Adoption - Montréal, Canada - Concordia University

Concordia University

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Number:
/

Department:
Service Desk and Training

Grade:
GR12

Campus:
Sir George Williams (Downtown)

Salary:
$76, $91,341.36 per annum

Union/Association/HR Policy:

CUPEU

Posting deadline:
August 8, 2023

Recognized as Canada's top university under the age of 50, and one of Montreal's top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.

Be part of a community that addresses society's big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.

As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

SCOPE

Reporting to the Manager, IITS Service Desk and Training, the incumbent plays a key role in supporting the university's digital and IT projects to drive the adoption of the collaboration and productivity tools available as part of Microsoft 365 to enable business outcomes.

PRIMARY RESPONSIBILITIES

Develop and adjust the strategy to drive the adoption of the Office365 collaboration and productivity tools and leads the project implementation team.
Align service and technical needs of stakeholders with usage scenarios while ensuring readiness and quality.
Structure and lead champion and early adopter programs including daily monitoring of feedback channels and hosting regular meetings of participants. Acts as a service champion coaching Service Desk and technical staff to participate, document, support and accompany users.
Initiate meetings in order to guide and counsel administrative and academic stakeholders so that they can appropriate the new tools and services to solve ongoing and future challenges.
Identify potential risks and anticipated points of resistance and develop specific plans to mitigate or address the concerns.
Guides and informs the development of training programs reconciling usage scenarios with Concordia's policy and security requirements.
Coordinate with UCS on communication and marketing strategies in support of the service adoption strategy.
Create and manage measurement systems to track adoption, utilization and proficiency.
Identify performance gaps, and work to develop and recommend the appropriate corrective actions.
Create and enable reinforcement mechanisms and celebrations of success.

QUALIFICATIONS

Bachelor's degree in a field relevant to the primary responsibilities and two to four years of experience in communications, marketing, project management, or a related field.
Certified Microsoft Service Adoption Specialist.
Change Management Professional designation (e.g., Prosci certification) is an asset.
Advanced knowledge of the collaboration and productivity tools available as part of Microsoft 36
Experience and knowledge of changemanagement principles and methodologies.
Good knowledge (Level 4) of spoken and written English and basic knowledge (Level 3) of spoken and written French.
Familiarity with project management approaches, tools and phases of the project lifecycle.
Exceptional verbal and written communications skills.
Excellent active listening skills.
Experience with largescale organizational service adoption efforts.
Ability to work effectively at all levels of the organizations.
Experience with the ADKAR model for change management is an asset.

Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English.

Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

Territorial Acknowledgement
Concordia University is located on unceded Indigenous lands

The Kanien'kehá:
ka Nation is recognized as the custodians of the lands and waters on which we gather today

Tiohtià:
ke/Montreal is historically known as a gathering place for many First Nations. Today, it is home to a diverse population of Indigenous and other peoples.

We respect the continued connections with the past, present and future in our ongoing relationships with Indigenous and other peoples within the Montreal community.

Employment Equity

Accessibility
**Immigration Status