Change Management Analyst - OmniForce Solutions

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by providing energy, protection, and smart services for their homes and businesses.

Responsible for ensuring the credit operations employees, contractors, and vendors have the necessary job skills. The Change Management Analyst is responsible for managing and implementing organizational change within Credit Operations; ensuring that changes are adopted smoothly and effectively, minimizing resistance and maximizing the benefits. The Analyst will work with the Manager of Credit Operations to develop and update training presentations and best-in-class documentation to support performance across both internal and external resources within the team. Works closely with the Credit Operations Managers, Performance Analysts and Supervisors to determine, design, develop, and implement training programs for the Credit Ops Department.

Essential Duties/Responsibilities:

• Maintain an understanding of specialized Retail Operations programs, and be able to assess impacts to operations processes
• Assist with development of operations processes to support Retail Operations programs.
• Modifies and presents training programs for credit ops team
• Support change communication and coordinate end-user training for system implementations.
• Develops training plans and program materials in response to organizational needs
• Participate in development and implementation of new processes and tools to streamline workflow and creative recommendations/solutions for system workarounds until program changes and/or enhancements are made to correct critical issues that arise.
• Conducts ongoing evaluations to ensure effectiveness of programs and recommends modifications as necessary
• Works with Performance Analyst and Credit Operations Managers to identify areas of need and develop improvement plans.
• Works to identify areas of opportunity for automation and streamlining of business processes.
• Develops / writes assessments that cover course materials
• Conducts training needs assessments; analyzes employee training needs to determine requirements for new program development
• Provide support to operations teams in performing analysis, determining root cause and escalation of process issues to applicable stakeholders.
• Provide training for new hire on-boarding, process updates and process refresh and enhancement training
• May be required to act as a training adviser on individual projects

Education:

• Bachelor’s degree from accredited four-year college or university. A commensurate level of experience may waive the educational requirement.

Minimum Requirements:

• 3+ years of retail energy experience
• 3+ years’ experience in a Training Design and Implementation Environment.
• 2+ years of project management or business analyst experience
• 3+ years of leveraging Microsoft tools such as Excel, Macro’s, PowerPoint, Teams and Visio

Additional Knowledge, Skills, Abilities:

• Demonstrate strong leadership skills
• Effectively communicate to a wide range of audiences in both written and oral form.
• Able to determine development requirements and to design the best way to fill that need
• Able to facilitate system training as well as soft skill training
• Able to work with a team or as an individual contributor
• Able to develop guidelines, procedures and standards.
• Able to organize, prepare and conduct technical presentations and workshops.
• Able to analyze and resolve problems of various complexities.
• Strong work ethic and high level of integrity
• Knowledge of SAP is preferred.
• Ability to consistently use initiative and good judgment to complete assigned tasks
• Attention to detail and accuracy are mandatory
• Demonstrated high degree of customer and internal client orientation
• Ability to work effectively in a team-oriented environment
• Ability to work effectively in cross-functional teams
• Ability to meet deadlines