Technology Change Management Lead

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 Lead. This role is responsible for establishing and executing the university's organizational change management capability for information technology initiatives and services. The Technology Change Management Lead oversees the people side of change-focusing on readiness, adoption, and benefits realization-through effective strategy development, stakeholder alignment, communication, training, support, and outcome measurement. This position partners closely with IT leadership, the Enterprise Service Desk, the Project Management Office, and key stakeholder groups across the university to ensure that OCM initiatives and practices are aligned with organizational goals and support successful technology adoption and transformation efforts.

Classification Title: Change Management Specialist IV

Responsibilities:

Stakeholder Strategy & Alignment

• Lead executive and cross-functional stakeholder sessions to shape change strategies, clarify roles, and secure sponsorship and commitment across major initiatives and portfolios.

• Serve as a strategic liaison between project teams, service owners, and the champions network to ensure alignment and advocacy for adoption outcomes.

Change Management Planning & Readiness

• Develop initiative- and portfolio-level change strategies, including readiness assessments, stakeholder maps, and adoption/reinforcement plans.

• Integrate OCM deliverables into project plans in collaboration with the Project Management Office (PMO) and service owners, ensuring alignment from project inception to go-live.

Measurement & Benefits Realization

• Define and track success metrics such as adoption rates, proficiency levels, knowledge base view-to-ticket ratios, customer satisfaction, and Net Promoter Score (NPS).

• Produce leadership-level dashboards and reports to monitor performance, highlight trends, and drive corrective actions post-implementation.

Standards, Playbook & Coaching

• Govern the OCM playbook, templates, and policies to ensure consistency, quality, and scalability across initiatives.

• Review high-impact communications and training plans for clarity, accessibility, and alignment with strategic goals.

• Coach project managers, service owners, and team leads on applying OCM standards and best practices to promote effective change execution.

Advocacy with IT Service Management (ITSM)

• Participate in ITSM planning forums to advocate for appropriate change throttling and sequencing that protect academic and operational milestones.

• Ensure change activities are properly paced and prioritized to minimize disruption, while maintaining alignment with enterprise objectives.

Leadership & Oversight

• Oversee the Technology Adoption Specialist function, providing "Genius Bar"-style support and technology training to stakeholders across campus.

• Develop and execute the technology adoption group strategy, prioritizing initiatives based on university needs.

• Supervise the OCM Specialist function, ensuring the development of effective training and communications collateral for IT projects, technology changes, and strategic initiatives.

• Perform other duties as assigned to support UCF IT's mission and the success of organizational change management initiatives.

Minimum Qualifications:

Bachelor's degree and 5+ years of relevant experience; or High School Diploma (or equivalent) and 9+ 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 Business, Communications, Education or Instructional Design, Information Technology, Organizational Development, or a related field.

• 5+ years experience leading organizational change management for enterprise-impact initiatives, including measurable adoption and benefits realization.

• Organizational Change Management certification such as Prosci, CCMP, or equivalent.

• Proven experience facilitating executive and cross-functional stakeholder alignment and developing comprehensive OCM strategies, readiness assessments, and adoption plans.

• Exceptional written and verbal communication skills, with demonstrated experience in public speaking, technical writing, and executive-level communication.

• Strong background in creating and executing communication, training, and reinforcement plans for large and varied user groups.

• Knowledge of IT Service Management (ITSM) processes, including Change Management and Communications, and familiarity with ITIL principles.

• Experience collaborating directly with a Project Management Office (PMO) to integrate OCM deliverables into project plans and ensure alignment across timelines and milestones.

• Proficiency with change management, learning, and communication platforms (e.g., LMS tools, ServiceNow, Power BI) and experience following knowledge management standards.

• Information Technology Infrastructure Library (ITIL) Foundation certification.

• Project Management Professional (PMP) certification.

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

• Demonstrated strengths in strategic thinking, stakeholder influence, outcomes orientation, governance and standards, data storytelling, and the ability to simplify complex change.

• Knowledge of accessibility standards (WCAG/Section 508) and Universal Design for Learning (UDL).

Additional Application Materials Required:

Please include a link to a portfolio showcasing previous deliverables with your resume.

Special Instructions to the Applicants:

Position requires a valid driver's license. This position may involve driving to various locations on and off campus to conduct University business.

The anticipated salary range for this position is $75,809 to $90,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

Position requires a valid driver's license. The position may involve driving to various locations on and off campus to conduct University business. -If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

Classification Title: Change Management Specialist IV

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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.