Technology Change Management Specialist III

Facilities and Business Operations:

The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.

Please visit us at: https://fs.ucf.edu/or Facebook and Instagram: UCF Facilities

The Opportunity:

The UCF IT within Facilities and Business Operations is seeking to hire a Technology Change Management Specialist III. This role is responsible for executing the university's organizational change management strategy by developing clear, timely, and accessible user-facing communications and training that drive adoption of new or enhanced information technology services. The Technology Change Management Specialist III creates a variety of content-including emails, websites, quick-start guides, microlearning modules, videos, webinars, and office-hours sessions-designed to help users successfully adapt to technological changes. This position gathers user feedback, measures engagement, and iterates materials to improve first-task success and reduce support demand. The Specialist partners closely with Information Technology leadership, project management, communications, and knowledge management teams to ensure that all content maintains high standards of quality, accessibility, and findability across the knowledge base, service portal, and other platforms used for IT support and communication.

Classification Title: Change Management Specialist III

Responsibilities:

• Execute formal organizational change management strategies for major UCF IT initiatives using structured methodologies such as ADKAR or Prosci.

• Conduct stakeholder analysis and impact assessments to identify resistance, training needs, and communication gaps; develop and implement mitigation plans.

• Integrate OCM activities into project plans in collaboration with the OCM Lead, IT leadership, Project Management Office (PMO), technical teams, and executive sponsors.

• Plan and facilitate demos, roadshows, webinars, and office hours to engage faculty, staff, and students; capture user feedback and questions to refine materials and improve user experience.

• Develop message maps and editorial plans for each initiative; produce a variety of communication deliverables including emails, website and portal copy, FAQs, signage, and leader enablement kits; coordinate campuswide amplification efforts with IT Communications.

• Design and produce quick-start guides, one-page job aids, short videos, and microlearning modules; ensure content complies with accessibility standards (WCAG/Section 508) and Knowledge Management requirements; publish content to the knowledge base and service portal for strong visibility and usability.

• Collaborate with Technology Adoption Specialists to build and maintain comprehensive, ongoing training resources that promote effective use of university-supported tools and technologies.

• Work closely with the Project Management Office (PMO) to align OCM milestones, deliverables, and resource requirements with the university's project management lifecycle and governance structure.

• Partner with the IT Service Management (ITSM) team to define and uphold organizational standards for communications and change practices across all technology changes, incidents, and service requests.

• Ensure consistent, standardized, and timely communication flows between IT leadership, PMO, ITSM, and the UCF community regarding project status, service delivery, and technology updates.

• Develop and execute multi-channel communication plans (emails, websites, newsletters, signage) to inform the UCF community about upcoming changes, benefits, and impacts.

• Create audience-specific messaging for faculty, staff, students, and administrators; collaborate with IT Communications to ensure broad and effective distribution.

• Translate technical information into accessible, user-friendly content and maintain open feedback loops between IT teams and end-users.

• Establish and monitor key adoption and change metrics, such as utilization rates, training participation, help desk tickets, and adoption trends, to evaluate success and refine strategies.

• Track content engagement, training completion, knowledge base view-to-ticket ratios, incident themes, and resolution times; recommend reinforcement activities such as refreshers, targeted coaching, or updated materials.

• Perform other duties as assigned to support the goals of the Organizational Change Management function and the mission of UCF IT.

Minimum Qualifications:

Bachelor's degree and 4+ years of relevant experience; or High School Diploma (or equivalent) and 8+ years of relevant work experience in lieu of degree oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).

Preferred Qualifications:

• Bachelor's degree in Communications, Instructional Design, Human-Computer Interaction, Information Technology, or a related field.

• 3+ years' experience producing user-facing communications, training, and instructional content that support technology adoption for enterprise audiences.

• Portfolio demonstrating a variety of user-enablement deliverables, such as microlearning modules, email series, FAQs or knowledge base articles, signage, and instructional videos.

• Experience creating and publishing knowledge base and catalog content in ServiceNow, with familiarity using Microsoft Power BI or similar tools to interpret adoption and support trends.

• Experience working in higher education or large public-sector environments; familiarity with academic cycles; and experience teaching at the high school level or above.

• Prosci change management training/certification or equivalent coursework in instructional design or technical communication.

• Demonstrated competencies in plain-language writing, visual storytelling, user experience and content design, instructional design, video and screen-capture production, facilitation, and a measurement-driven mindset.

• Strong cross-functional collaboration skills and knowledge of accessibility standards (WCAG/Section 508) and Universal Design for Learning (UDL).

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As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.