- Organization: World Bank
- Country: United States
- City: Washington
- Office: World Bank HQ Washington
- Follow @UNjobs
The World Bank | 1818 H St NW | Washington, DC 20006 | Tel: (202) 473-1000
Closing date: Monday, 12 September 2016
- Location Washington, DC
- Recruitment Type Local Hire
- Language Requirement English [Essential]
- Closing Date 12-Sep-2016
Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.
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ITSCN provides IT Client Change Management advisory and services in support of technology initiatives and projects. These initiatives can be led by IT or a business sponsor unit. The IT Client Change Management services focus on the people side of change and cover creating and implementing client engagement plans that drive adoption, minimize end-user resistance and maximize engagement and return on IT investment.
The Candidate is an independent contributor and IT client change management professional, supporting the execution of client engagement, client change management process and change communications in support of IT service or product rollout.
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 3 year term appointment.
Duties and Accountabilities
The IT Officer, Client Change Management will be a member of the ITS Communications and Outreach (ITSCN) team. The individual will be responsible for providing client change management and change communications advisory and support for ITS Operations and Corporate (ITSOC) department, including the CIO.
Key responsibilities include
- Create and implement effective client change management strategies and plans to support the technology change initiatives. These include the launch of new technology solutions and services and/or changes in processes that impact WBG staff at large or specific stakeholders within the organization.
- Work with ITS Management, Leadership and project teams in integrating client change management activities into the overall project plan and project budgets.
- Apply a structured client change management approach.
- Identify potential change risks and anticipated resistance points, and develop targeted stakeholder plans to mitigate and address concerns.
- Conduct change impact and change readiness assessments, evaluating results and presenting findings in an easy-to-understand and logical manner.
- Create and implement a customized set of plans for moving the change forward, including communications and marketing plans, sponsor roadmap (where applicable), and resistance management plans.
- Produce change communications tactics including campaigns, emails, Q&As, newsletter content, talking points, toolkits, blogs, feature stories, etc.
- Partner with key stakeholders across ITS, the business sponsor teams in the WBG, and with partners externally to execute the client change management plans. Relevant partners include ITSOC project teams and leadership, ITS learning, ITS client services and help desk, WBG External and Corporate Relations (ECR), WBG Internal Communications, and business sponsor teams incl. OPCS.
- Create capacity for implementation, as needed, including brokering client change management and change communications services with internal and external vendors and through other short-term resources.
- Put in place and utilize measurement systems (e.g. surveys and focus groups) to track utilization, adoption, and proficiency of employee changes as well as assess the effectiveness of client change communications and change management strategy.
- Provide coaching, guidance and support to less experienced staff and to other short term staff (e.g. consultants).
- Demonstrate unique interest in technology and how it can add value to the World Bank Group and its work, using information from traditional and non-traditional sources from both inside and outside the WBG.
- Develop effective working relationships with key internal constituencies, including WBG Internal Communications Steering Committee colleagues, External and Corporate Relations (ECR), ITS management, IT teams across the WBG and staff.
- Work independently on routine tasks and programs, but seek guidance from his/her supervisor and peers as needed on moderately complex projects/issues.
- Master's degree (communications, organizational development, information management, public affairs or other related field) with 5 years of relevant experience or bachelor's degree in (communications, organizational development, information management, public affairs or other related field) with a minimum of 7 years relevant experience.
- Experienced in implementing effective change management and change communications campaigns, including good understanding of change management and change communications approaches, tools and methodologies. Experience in technology change rollouts. Knowledge of existing change management approaches, e.g. ADKAR, a plus.
- Proven experience in conducting change and stakeholder assessments.
- A solid understanding of how people go through a change and the change process.
- Excellent writing skills for producing different types of write-ups including strategy, reports, web, email and print.
- Familiarity with software development concepts, terminology and technical solutions (platforms, languages, etc.) is a plus.
- Strong organizational, research and analytical skills. High attention to detail.
- Excellent English skills, including verbal and written communication skills.
- Proven ability to multi-task and operate effectively in a matrix management and high-pressure environment.
- Strong interpersonal skills and ability to work effectively with internal/external partners in a multicultural environment. Ability to develop solid relationships with key stakeholders and build productive partnerships.
- Ability to liaise with and manage external vendors (e.g. graphics design firms) to produce high quality communications products.
- Demonstrated willingness to provide help, assistance and support to members of the team.
- Effectively communicates and collaborates with diverse internal and external stakeholder groups and individuals.
- Interest in or enthusiasm around working with technology rollouts.
- Proven, consistent dedication to excellence and consummate attention to detail.
- Ability to work independently and as part of a team.
- Familiarity with World Bank operations preferred.
Understands client change management methodologies and approaches in order to design and implement a change management strategy and plan. Applies these practices coherently in projects. Understands the people side of any change initiative - whether technology, process or organizational change.
- Develops and executes an entire client change management strategy and takes a lead coordinator role in the implementation of the different plans, including change communications, sponsorship, stakeholder engagement, learning & development, measurement and benefit realization.
- Documents status, risks, timelines, and activities and maintains communications with relevant stakeholders.
- Procures and allocates resources (people, funding, services).
- Defines and communicates change management team roles and responsibilities.
- Utilizes a moderate degree of risk in projects, suggesting and assessing high-risk actions in a situation.
- Assesses, evaluates and anticipates an organization and its stakeholder's readiness, ability, and capacity for technology, organizational or process change. Reviews the overall change and how it will impact the organization.
- Develops change impact and organizational readiness assessments.
- Proposes changes to the project rollout schedule based on the change impact and organizational readiness assessments.
- Proposes improvements to the structured change management approach that is used to define the change, its impact on various stakeholders and the organization's capacity for change.
- Develops a change communications strategy that, when executed, ensures that the affected audiences are aware of and understand the change, including reasons for change;
- defines stakeholders including sponsors and affected audiences, key messages, change communication channels and the messaging frequency, feedback collection mechanisms, communication governance and review process.
- Designs and implements at times complex change communications strategies.
- Carefully considers the results of the change assessments and change analysis and applies those results coherently in the different strategies.
- Determines key change messages, maps out the affected audiences and stakeholders, designs different tactics, procures needed work and services from external vendors, and designs feedback collection mechanisms.
- Creates a stakeholder analysis and engagement strategy, including a sponsorship strategy. This includes identifying stakeholder attributes, those affected by the change and those with the ability to influence the outcome.
- Establishes roles within the change initiative. Works closely with the project teams and business sponsor teams.
- Responsible for the development of the analysis and engagement strategy.
- Designs and applies a standard format to be used in the analysis.
- Conducts a comprehensive analysis of the stakeholders identifying change management tactics and approaches for each stakeholder that can be used to maximize adoption of change and minimize resistance.
- Provides recommendations to the project teams and to business sponsor teams.
- Develops measurement and benefit realization strategy to define change success criteria and measures to monitor whether the change is achieving its expected benefits.
- Assesses whether the strategy used to drive the client engagement and change effort is effective.
- Develops, designs and delivers strategies to assess whether change is reaching the defined objectives and the change strategy is effective.
- Determines the objectives with the project and other stakeholder teams.
- Develops and leads others in delivering the measurement tactics.
- Conducts analysis on the results and leads the adjustments of strategy based on feedback.
- Develops win-win solutions with others.
- Devises counter-arguments, offers compromises while maintaining company objectives, remains assertive in face of conflict and reaches agreements that promote mutual interests, and maximize commitment.
- Conducts research and benchmarking in preparation for negotiations of significant impact and involving multiple parties.
- Defines and gains approval for appropriate terms of agreement.
- Plans the process and techniques that will maximize participation in reaching a commonly acceptable solution.
- Lobbies and obtains sponsorship and support from affected parties to an issue.
- Looks for ways that will increase likelihood of a win-win resolution.
- Identifies potential for compromise.
- Identifies risks and obstacles to plans. Defines scarcity and conflicts of resource needs, and potential constraints.
- Evaluates severity of identified risks and develops risk treatment plans (mitigate, accept, transfer, avoid etc.).
- Identifies potential risks and proposes risk treatment plans. Alerts others to potential risks in their areas of responsibility.
- Develops processes for monitoring for pre-identified risks.
- Creates relationships with vendor and/or alliance partners to ensure smooth workflow and meet external and internal client needs.
- Sets standards and monitors for improvements in shared accountabilities and capabilities.
- Coordinates effective workflows and processes with one or more vendor and/or alliance partners.
- Resolves routine and non-routine conflicts and performance issues. Tracks and reports on service satisfaction levels.
- Escalates operational failures as well as adverse trends in operational performance.
Client Understanding and Advising
Strives to add value to clients in the business. This calls for understanding of the critical forces that shape clients' needs, both stated and unexpressed, and is demonstrated through taking action to pre-empt and respond to these needs in order to provide exceptional client service. It includes the ability to walk in the client's shoes, understanding situations from the client's perspective and finding ways to meet and exceed expectations. Maximum value is delivered to WBG through ensuring that others are kept informed, synergies are harnessed and cross-business working is encouraged.
Looks at issues from the client's perspective and advocates for clients within own area as well as urges others to focus on meeting client needs.
Works with others across the VPU to define client needs and develop the best approach to meet client needs (e.g., finds appropriate solutions and negotiates internally for needed resources and support). Helps clients understand complicated issues by describing the issue and solutions in a concise way that clients can easily understand.
Learning Orientation
Stays abreast of new and emerging technologies, processes, methodologies, and practices to ensure that the industry best practices are being applied in ways that supports the client's needs. Takes steps to increase knowledge, expertise and exposure to new and different ways of doing things.
Stays abreast of new trends and developments in own specialty area as well as what is occurring in the broader industry. Experiments with new approaches and alters normal procedures. Tracks developments in the field through readily available sources and by maintaining active involvement with relevant industry, user and vendor associations.
Sees the applicability of current or emerging technological solutions to current business needs.
Broad Business Thinking
Solicits information on enterprise direction, goals and industry competitive environment to determine how own area can add value to the organization and to clients. Makes decisions and recommendations clearly linked to the organization's strategy and financial goals, reflecting an awareness of external dynamics. Demonstrates awareness by providing clear explanations for actions taken relative to client requirements, needs, and industry trends. The thinking processes that underpin this ability are business-focused and flexible, serving not as an intellectual end in themselves, but rather as a means to shed new light on situations. Such thinking is applied to shape possible courses of action, and to bring insight, interpretation and clarity to issues which are often complex and ambiguous.
Maintains an in-depth understanding of the long term implications of decisions both for related areas within the VPU and the client's business.
Involves the key players in identifying operating needs, issues and immediate solutions.
Ensures that decisions are supported by relevant stakeholders and creates the business case for investment in process and enhancements. Sets clear explanations for the integration and alignment of services/solutions with business functions, focusing on the strategic value provided for area of responsibility within the client's business.
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