IT Infrastructure Adoption Specialist

Full Job Description

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KEY EXPECTED ACHIEVEMENTS

• Responsible to contribute to the deployment of the adoption kit related to Infrastructure projects and operational activities.
• Working closely with EUR / Group Adoption Leader to understand user impact, project requirements and timelines.
• Defines required deliverables per topic (information, communication content, internal social network, webinars, user procedures, trainings, Service Catalog updates, Self-Service and Service Desk support materials, etc.) that apply to their audience.
• Coordinate with the EUR / Group Adoption Leader or other local Infrastructure team members to adapt for region specificity.
• Manages and coordinates the deployment and distribution within their Zone.
• Coordinate translations for all materials.
• Contributes to the "Shift Left" approach (Knowledge management and sharing) and the improvement of usage of Infrastructure services by managing Knowledge Articles, Service Catalog and Michelin Social Media updates (or supervise them when outsourced)
• Identify and mitigate and risks associated with change management effort in collaboration with the Adoption team.
• Works alongside local management to ensure stakeholders are included.
• If applicable, helps the coordination and development within the IT Services Catalog for the end user in the language of that country.
• Delivers emergency communication when necessary, working with related stakeholders to ensure content is delivered quickly.
• Contributes to development of wireframe concepts, work alongside EUR / Group Zone Adoption in the UX phases and assist in UX Research phase (Focus Group) as needed.
• Develop training materials in additional to the Group Adoption kits to ensure adoption of the services are complete for end-users - Videos, e-Learning, etc.

Qualifications:

• Bachelor’s degree in Computer/Information Systems, Change Management, Communications or related field required
• Minimum 2 - 5 years of IT or Change Management related experience is required
• Minimum 3 years’ experience working with a global diverse team, distributed in different sites, countries, languages, time zone and cultures.
• 2-5 years of experience applying organizational change management approach within a corporate setting
• 2-5 years of experience following, managing and communicating the Microsoft 365 product suite
• Working in a global team building and deploying adoption kits to create a positive change management experience
• Ability to work effectively both independently / autonomously and collaboratively as part of a team
• Develop and deliver high quality verbal and written communication, including the ability to communicate at multiple levels with clarity
• Must have strong follow up, documentation, process guided and attention to detail
• Good organizational skills and ability to work through set processes.
• Proficiency in Microsoft applications such as Excel, PowerPoint and M365 tools
• Proven ability to troubleshoot and work through complex IT topics involving multiple groups and create a strategy for end user experience change
• Collaboration mindset with business and different IT counterparts in the group

Competencies:

• IT Project Management – 3
• Security of Information and digital solutions -2
• Visioning and Alignment – 3
• Teamwork and Collaboration – 3
• Initiative – 3
• Customer Focus – 4
• Adaptability – 4
• Structure a vision and a roadmap – 3
• Manage change and master the deployment method – 4
• Digital Culture – 3