Technical Writer (Change Management Readiness Training)

Employer: MassMutual Romania
  • Education - Training
  • IT Software
  • Marketing
  • Job type: full-time
    Job level: peste 5 years of experience
  • Cluj Napoca
  • Updated at: 24.02.2021
    Short company description

    To position MassMutual as a market leader for the next stage of growth, it is critical that we build top engineering capacity in a rapidly changing digital world. Romania has a significant pool of highly trained engineering professionals and so we are very excited to build operations in both Bucharest and Cluj.


    ▪ Bachelor’s Degree or equivalent business experience.
    ▪ 5+ years of business experience - preparing people for technology change.
    ▪ Team-oriented, quick learner, with strong communication, organizational and technical competency.
    ▪ Demonstrates an intense, can-do attitude and follows through on commitments.
    ▪ Asks questions, listens and seeks to understand change impacts and stakeholder needs, interests, motivations and perspectives.
    ▪ Ability to influence - establishing trust and building strong working relationships.
    ▪ Challenges status quo thinking, practices and solutions; Ask “Why?” and “What if?”
    ▪ Pursues new/creative approaches to achieve goals.
    ▪ Comfortably switches gears and alters course to adapt to changing circumstances.
    ▪ Anticipates problems or challenges and responds proactively with focus and urgency.
    ▪ Finds the resources needed to get the job done (e.g. people / process / technology).
    ▪ Provides and seeks feedback and guidance.
    ▪ Uses appropriate messaging and mediums for the situation and audience. Conveys important information in a timely manner.
    ▪ Communicates complex information, verbally and in writing, concisely and in a manner, which drives action.
    ▪ Develops self and others – in alignment with industry change management best practices, research and business trends. (i.e. Prosci ADKAR).

    Preferred qualifications:
    ▪ ADKAR Change Management Certification and/or experience.
    ▪ Articulate 360 and / or Camtasia experience.
    ▪ ServiceNow Knowledge Base Articles experience.
    ▪ Continuous Improvement Experience / Change Agent.
    ▪ Agile Certification and / or experience.
    ▪ Experience working in corporate business environment on companywide and targeted technology readiness initiatives – end user experience.


    Develop change management plans for targeted and company-wide technology change initiatives of varying levels of complexity as needed:
    ▪ Align on measures of success – including change adoption.
    ▪ Facilitate identification of change impacts (e.g. who, when, how)
    ▪ Assess readiness needs (e.g. awareness, desire, knowledge)
    ▪ Develop change management plans in partnership with leaders, to address readiness needs, drive adoption and achieve success measures.
    ▪ Develop communication plans in partnership with Corporate Communications, leadership sponsor, technical leads, project team.
    ▪ Align plans and messaging with broader program / portfolio.
    ▪ Leverage change management methodologies and related tools

    Deliver on and manage to change management plans:
    ▪ Develop communications
    ▪ Develop, test, enhance “how to” documentation
    ▪ Create / update knowledge base instructions for end users and IT Support within the ServiceNow platform.
    ▪ Create “how to” video micro-learnings and job aids.
    ▪ Create and facilitate live and recorded on-demand training.
    ▪ Partner with change champion network and leadership to drive change adoption and achieve success measures.

    Reinforce the change:
    ▪ Ensure tracking and management of change measures of success
    ▪ Identify gaps, points of change resistance/challenge and root causes “why.”
    ▪ Develop and manage to improvement plans to address gaps.
    ▪ Operationalize and transition to sustain change adoption.