Change/Communications Manager

Consultant Change/Communications Manager

Citizens of Atlanta, Georgia routinely contact the City of Atlanta to report issues and request city services. City of Atlanta utilizes a Customer Relationship Management (CRM) system to manage those customer interactions. A project is underway to replace the existing CRM application (ServiceNow) with a MS Dynamics solution. Accenture is the vendor that is facilitating the project.

City of Atlanta is in need of a Change/Communications Manager for the CRM Replacement project. Responsibilities for this position are two-fold:

1. Change Management: Ensure that changes to the application set-up, configuration, and deployment are conducted in a manner that minimizes the risk to business operations.

2. Communications Management: Ensure that the key information re: the project (functionality, operational impact, integration implications, deployment plans/dates, etc.) are communicated in detail to senior management, stakeholders, end-users, and the public.

The Change/Communications Manager ensures that all changes are managed in a controlled manner, including standard changes and emergency maintenance relating to business processes, applications, and infrastructure. This includes change standards and procedures, impact assessment, prioritization and authorization, emergency changes, tracking, reporting, closure, and documentation.

The Change/Communications Manager will be responsible for developing, implementing, and overseeing both internal and external communication strategies. This role will ensure that all communications are consistent with the City of Atlanta brand, values, and goals. The successful candidate will have a strong background in public relations, corporate communications, and content creation.

Key Responsibilities - Change

Establishes the process for change management and ensures that each change follows the complete procedure to ensure minimum disruption to IT services and business operations.

Evaluates all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.

Authorizes acceptable changes, either alone or after a Change Advisory Board meeting has taken place.

Ensures that changes are logged, prioritized, categorized, assessed, authorized, planned, and scheduled, and are introduced in a controlled and coordinated manner.

Liaises with all necessary parties to coordinate change building, testing, and implementation, in accordance with schedules.

Carefully manages emergency changes to minimize further incidents and make sure the change is controlled and takes place securely. Verifies that emergency changes are appropriately assessed and authorized after the change.

Maintains a tracking and reporting system to document rejected changes, communicates the status of approved and in-process changes, and completes changes.

Makes certain that approved changes are implemented as planned and ensures that they have met their objectives. Refers back any changes that have been backed out of and have failed.

Whenever changes are implemented, updates the solution and user documentation and the procedures affected by the change accordingly.

Analyzes change records to determine any trends.

Closes RFCs.

Produces regular management reports.

Works with Configuration Management to ensure that configuration item (CI) changes are entered in the change management database (CMDB).

Key Responsibilities - Communications

Strategic Planning: Develop and execute comprehensive communication strategies that align with the City of Atlanta’s objectives and enhance its public image. Create and manage the communication calendar to ensure timely and coordinated messaging.

Content Creation and Management: Write, edit, and oversee the production of high-quality content for various platforms, including press releases, newsletters, blogs, social media, and the city website. Ensure all communications are clear, engaging, and tailored to the target audience.

Media Relations: Build and maintain strong relationships with media outlets, journalists, and industry influencers. Proactively seek media opportunities and manage press inquiries, ensuring positive and accurate coverage of the City of Atlanta.

Internal Communications: Develop and implement internal communication plans to keep employees informed and engaged. Collaborate with HR and other departments to communicate city news, updates, and initiatives effectively.

Crisis Communication: Prepare and execute crisis communication plans to manage and mitigate any potential negative publicity or issues. Act as a spokesperson for the city when necessary.

Brand Management: Ensure consistent brand messaging across all communication channels. Monitor and analyze communication metrics to measure the effectiveness of strategies and make data-driven adjustments.

Event Coordination: Plan and manage communication aspects of city events, including press conferences, product launches, and community outreach initiatives.

Position Requirements

Formal Education and Certification

College diploma or university degree in the field of computer science, systems administration, and/or communications.

Knowledge and Experience

ITIL v4 experience, with practitioner certification in change management preferable.

Use of change management tools.

Knowledge of deployment and implementation methodologies (Agile, EDM, infrastructure etc.) of related technical change management experience.

Experience in project management and knowledge of approaches, tools, and phases of the project lifecycle.

Solid understanding of the software development lifecycle.

Understanding of configuration management principles.

Familiar with controls and audit compliance/SOX.

Experience with digital marketing, including social media and content management systems.

5+ years of experience in a communications role, preferably within [industry/sector].

Exceptional writing, editing, and verbal communication skills.

Proven track record of developing and executing successful communication strategies.

Strong media relations skills and existing media contacts.

Personal Attributes

Able to exercise independent judgement and take action on it.

Excellent analytical and creative problem-solving skills

Excellent listening, written, and oral communication skills.

Strong relationship, interpersonal, and team skills.

Highly self-motivated and directed.

Experience working in a team-oriented, collaborative environment.

Additional Information – Change Management for Systems

The City of Atlanta requires a three-step process regarding change management for applications/systems.

1. Before installation of new systems/applications, the City of Atlanta requires approval by the IT Architectural Board (ARB). Vendors must provide two documents before ARB approval.

a. Information Systems Standards Checklist: The ISS Checklist is a form (supplied by City of Atlanta) that includes technical questions regarding an external vendor’s applications/systems. The questions focus on how/whether the application/system would impact the city’s network, what data encryption methods are utilized, what portals/ports must be open, etc.

b. Architectural Design Diagram: The City of Atlanta requires vendors to provide a pictorial depicting the components of the vendor’s proposed solution. The diagram should demonstrate how the vendor’s application software would connect to the city’s network and how users of the software would access the application.

2. Before deployment of new systems/applications to Production, the City of Atlanta requires approval by the IT Change Approval Board (CAB). A change ticket will be submitted and reviewed by technical resources to ensure that the application/system is ready for Production usage.

3. Changes to application functionality, operational workflow, and/or business procedures must be clearly communicated to all impacted City of Atlanta departments. Changes that are visible to constituents must be communicated and thoroughly explained well in advance.