IT Change Management Strategist

1 week ago

Canada Raise Full time

We are seeking a seasoned Senior IT Security Analyst/Change Advisory Specialist to join our team at Raise. This is a 6-month contract position with the possibility of extension.

Located in Scarborough, ON, this role will involve working in a hybrid environment, with opportunities for remote work. As a key member of our team, you will play a critical role in ensuring seamless change management and security protocols across various projects and initiatives.

Key Responsibilities:

  • Develop and implement communication templates and rollout plans to ensure effective stakeholder engagement.
  • Manage and create communications for different project stages, including executive, staff, contractors, and vendors.
  • Facilitate training, awareness sessions, kick-off meetings, and Q&A sessions to drive process adoption.
  • Host training sessions with support staff to enhance their skills and knowledge.
  • Champion a customer-centric culture to foster deep relationships with clients and leverage broader organizational connections.
  • Develop and facilitate change management plans to support process changes, rollouts, and other transformations that impact various groups.
  • Design and execute communications strategies to keep stakeholders informed about changes.
  • Collaborate with Product, Contact Centers, Operations, Design, and CX teams to develop change experience plans for new or evolving customer experiences.
  • Identify and address experience gaps and advocate for reduced complexity and lower customer effort whenever possible.
  • Help validate and enable customer support models before and after product launches.
  • Coordinate workstreams and communications among partners to ensure channel readiness for supporting customers through product and service launches.
  • Serve as an expert on customer operations, internal escalations, and drive process improvements to maintain customer satisfaction – even during challenging situations.
  • Evaluate customer feedback, analyze its relevance, and take action to deliver exceptional customer experiences.
  • Escalate issues and blockers hindering the customer experience throughout the launch lifecycle.
  • Understand how the Bank's risk appetite and risk culture should be considered in daily activities and decisions.

Candidate Requirements/Must-Have Skills:

  • At least 10 years' experience in organizational change management and business analysis.
  • Strong expertise and detailed technical knowledge in Identity and Access Management and security protocols.
  • PROSCI certification (at least 5 years).
  • General knowledge in Identity and access management and security protocols (5 years).
  • Hands-on experience with Microsoft applications (Visio, PowerPoint, Excel), PowerBI, Powershell, scripting, pivot tables, MS Access, PPT presentations.
  • Experience providing OCM solutions in support of IT projects and programs (5 years).

Nice-to-Have Skills:

  • Experience with SQL.
  • Bilingual in Spanish/French is an asset.

Education:

  • Post-secondary education in IT or Security related field.

The estimated salary range for this position is between $120,000 to $150,000 per year, based on industry standards and location.

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