Digital Workplace Manager

Job Description

JOB DESCRIPTION The User Education & Knowledge Management (UEKM) team is a workstream within the Digital Workplace -Solutions & Control - Release, Standards & Risk Management sub-chapter.UEKM is the gatekeeper for user-facing knowledge and education. We ensure consistent and accurate information is shared with employees. We are passionate about improving the digital user experience via knowledge share within Digital Workplace (DW), aswell as partnering teams within Technology Platforms. We partner with various groups to engage business stakeholders and ensure their feedback is considered in the Technology strategy and partake in the early stages of new technology product or service implementationsto ensure the consideration of end-user experience and feedback.This User Education & Knowledge Management (UEKM) role is responsible for 4 categories:

• User Education & Training
  • Partner with subject matter experts (SME) and Product Owners to create cheat sheets, best practices and other learning resources
  • Drive successful product adoption by hosting webinars, like Ask Me Anything (AMA) sessions
  • Formulate different ways to communicatee.g., Podcast or Tech Talk
  • Strategize communication plans by knowing when to bundle initiatives with a common theme

• DW Knowledge Share
  • Facilitate knowledge sharing across Digital Workplace to ensure awareness of ongoing activities and to understand potential overlap that could impact the user experience
  • Consolidate weekly highlights by creating and maintaining newsletters for a DW
  • Partner with members in Technology Platforms for better understanding of products and services to shape messaging, drive adoption and aid with training and education

• Business Engagement
  • Collaborate with the BRM by taking Technology Platform initiatives and communicating it to the business stakeholders
  • Engage with the Technology Ambassadors Program (TAP), which is the business-side volunteers, to collect feedback for pilot or early releases of product or service rollouts
  • Take part in Quarterly Business Reviews as a Technology Platform stakeholder by providing information, like metrics for TAP engagements or user-friendly breakdown on details for product or service rollouts and Roadmap initiatives

• New Products & Services
  • Create a benchmark to compare the change to the digital user experience
  • Adequately provide feedback to SMEs, Product Managers, or vendors
  • Partner with Product Managers/SMEs on the communication draft using the T&O Comms strategy
    • Technical writing skills
      • Be able to communicate, listen and observe
      • Be able to take technical jargon and make it user-friendly
      • Ability to interact with subject matter experts (SMEs)
      • User persona targeting
      • Master of different modes of communication
    • Understanding of end-user computing products, especially in the following areas:
      • Understanding different Operating Systems - Win10, macOS and iOS
      • Understanding of different options of compute - Laptop, Thick/Thin Client and iPhone/iPad, as well as how they connect to different peripherals
      • Basic understanding of a virtualize environments; VDI (Citrix)
      • Understanding of hybrid working environmentse.g., WFH (work from home) versus Office configurations
      • Basic understanding of cloud storage; M365
      • Basic understanding of cyber security
    • End-user/business side interaction
      • Excellent proven track record with clients in a Financial environment is a plus but not necessary
      • Great written and verbal communication skills
      • Able to present and be comfortable with small-to-large scale webinars or in-person training
      • Organized and flexible
        • Excellent time management skills
        • Ability to multi-task
        • Be flexible and able to work under pressure
        • Prepared to work as a group or independently
        • Team player, always considering the team and colleagues
        • Inclusive & open minded
        • Open communication and happy to challenge the status quo