The University of Southern California’s (USC’s) Information Technology Services is seeking a talented Organizational Change Management (OCM) Lead with an exceptional commitment to service excellence to join its team. As the OCM Lead, you will be an integral member of the Organizational Change Management team, collaborating with diverse and talented team members to help solve multidimensional information technology problems, improve customer experience, and generate value for our campus stakeholders across a broad base of departments and constituencies.

THE TEAM

ITS has embarked on a major digital transformation initiative to continually improve services for faculty, staff, and students in support of USC’s ascent as a leading institution of higher education. The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a modern technology infrastructure that is resilient and delivers the performance necessary to meet the demands of a growing customer base, training in the latest technologies for its highly productive and motivated workforce, outstanding customer experience, and technology services that are aligned with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align to their abilities and potential. 

ITS CULTURE

USC’s ITS organization represents a diverse and talented team, committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in a relevant field such as psychology, organizational development, communications, business administration, etc., or equivalent combination of education, training, and experience.
• Five years of experience in a relevant field such as organizational development, organizational behaviors, communications, information technology, or higher education.
• Prosci Certification or other equivalent Change Management Certification.
• Three years of experience working on the successful delivery of change management in the disciplines of change management methodology, job or role design, stakeholder engagement, sponsorship alignment, communication planning, training or performance support and organizational readiness.
• Demonstrated interest in change management work through professional organizations, coursework, conference attendance, etc.
• Excellent written and verbal communication skills.
• Ability to provide both detailed information as well as summaries to management level individuals and groups.
• Experience developing customer relationships and delivering customer-focused service.
• Proven problem-solving and decision-making skills with the ability to uncover root cause and evaluate different solution options.
• Ability to prioritize work and manage time effectively.
• Ability to work with stakeholders at all levels of an organization.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in a relevant field such as psychology, organizational development, communications, business administration, etc.
• Eight or more years of experience in a relevant field such as organizational development, organizational behaviors, communications, information technology, or higher education.
• A team player and a dependable performer with an excellent work ethic, flexible "can-do" attitude, and a results-driven commitment to success.
• Strong analytical and critical thinking skills.
• Proficiency with MS Office tools (e.g. SharePoint, Visio, PowerPoint, Excel, Word).
• Experience with organizational design and organizational effectiveness tasks and delivery.
• Ability to work independently as well as in large teams and manage work to a defined schedule.
• Demonstrated experience facilitating meetings and making presentations.
• Experience with project management approaches, tools, and phases of the project lifecycle.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong problem solving and troubleshooting skills with experience exercising mature judgment.
• Experience building eCMO/ ePMO best practices.

THE WORK YOU WILL DO
The Organizational Change Management (OCM) Lead plays a key role in the successful implementation and adoption of ITS projects and initiatives. This role focuses on the people-side of change which includes changes to business processes, systems, technology, job roles and organizational structures. The OCM Lead is responsible for creating and implementing change management strategies and plans that minimize user resistance and maximize user engagement.  This role drives faster adoption, greater utilization and higher proficiency in the changes impacting employees in the organization with a focus on business results achieved. The OCM Lead leads comprehensive engagement efforts with key stakeholders and leaders across ITS and the university. This role enables the organization's understanding of the change management portfolio including the benefits and risks of each initiative. As a member of the Enterprise Change Management Office (eCMO), the OCM Lead supports the creation of a standard ITS OCM methodologies including processes, activities, tools, KPIs, and reporting practices. As a member of ITS, the OCM Lead demonstrates ITS values in action.

Job Accountabilities:
The OCM Lead:

• Develops the case for change in concert with program sponsors and leaders. Conducts stakeholder analyses and change impact assessments to determine the scope of change. Works with project teams to integrate change management activities into project plans.
• Facilitates the definition and build out of governance standards and team charters. Identifies potential risks and anticipated points of resistance. Creates plans to mitigate or address concerns. Supports status reporting requirements and timelines.
• Supports the development of stakeholder messages, newsletters, and other communication materials as needed. Contributes to the OCM practice development, community building and training to strengthen change leadership and management capability throughout organization.
• Builds comprehensive change management strategies, project plans and key metrics used to monitor OCM effectiveness. Drives the achievement of business results. Gains executive sponsorship, manages stakeholders, enables stakeholder awareness and guides business engagement (e.g. change agents, champions and super users).
• Develops and executes change management plans around communications, training, coaching and organizational readiness. Works closely with communications, training and human resources to support the implementation of plans.
• Develops and deploys user adoption and training programs to support technology implementations as needed. Develops readiness and hypercare strategies to ensure the highest level of customer support and services to impacted university staff, faculty and students.
• Contributes to an inclusive environment that values differences by building and maintaining collaborative relationships with team members, peers, and ITS leaders. Actively embodies ITS values and behaviors including accountability, ethics, and best-in-class customer service. Contributes to a culture of trust and transparency by sharing information broadly, openly, and deliberately.
• Supports the vision for Engagement, Culture, and Communications. Works closely with team members and management to implement and support effective solutions for change management. Maintains currency with technology, standards, and best practices. Supports process improvement efforts within the team and across ITS.
• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

MINIMUM QUALIFICATIONS
The candidate for the position of OCM Lead must meet the following qualifications:
• Bachelor’s degree in a relevant field such as psychology, organizational development, communications, business administration, etc., or equivalent combination of education, training, and experience.
• Five years of experience in a relevant field such as organizational development, organizational behaviors, communications, information technology, or higher education.
• Prosci Certification or other equivalent Change Management Certification.
• Three years of experience working on the successful delivery of change management in the disciplines of change management methodology, job or role design, stakeholder engagement, sponsorship alignment, communication planning, training or performance support and organizational readiness.
• Demonstrated interest in change management work through professional organizations, coursework, conference attendance, etc.
• Excellent written and verbal communication skills.
• Ability to provide both detailed information as well as summaries to management level individuals and groups.
• Experience developing customer relationships and delivering customer-focused service.
• Proven problem-solving and decision-making skills with the ability to uncover root cause and evaluate different solution options.
• Ability to prioritize work and manage time effectively.
• Ability to work with stakeholders at all levels of an organization.