Cayuse Commercial Services (CCS) delivers fresh solutions to business challenges in the technology and business services environment. Services available are application development, business process outsourcing, data services, and professional services. Cayuse helps clients to achieve impactful outcomes such as improved efficiency, reduced cost, increased profitability and accelerated time to market.

Primary Focus

The Knowledge and Change Management Analyst is responsible for creating and implementing change management strategies and plans that maximize employee adoption and usage and minimizes resistance. They will work to drive faster implementation, higher utilization of, and proficiency with the changes that impact employees. They will Create, update, and publish processes and procedures as directed by Accenture Delivery Manager and Client Management teams. Act as a Subject Matter Expert for supported products and processes within the RSS project and as back up to Compliance Teams as needed. Work directly with client and client vendors to resolve issues, engaging the RSS Senior Leads or Accenture/Cayuse RSS Delivery Manager as needed. Adhere to project-specific triage, escalation, service levels, processes, and reporting. Perform triage of escalated tickets according to documented procedures and, if necessary, provide feedback to RSS agents and/or the Accenture Delivery Manager. All duties and responsibilities will be performed in accordance with the Mission, Vision, and Core Values of Cayuse.

Job Responsibilities

• Work daily with AT&T Client Managers to facilitate and manage all change requests for the RSS Help Desk project; to update the vast libraries of process and operation documentation.
• Host and manage daily conference meetings for AT&T Client and Accenture Delivery Manager to distribute a weekly PowerPoint Project Assessment slide deck report.
• Create and share any new information or processes to the whole of the RSS Help Desk Project. Act as a Subject Matter Expert for daily operations to assist with evaluating and ensuring user readiness.
• Support and engage senior leaders as well as coordinate efforts with other specialists to integrate change management activities into project plan.
• Apply a structured methodology and lead change management activities.
• Assess the change impacts by identifying, analyzing, and preparing risk mitigation tactics to detect and manage anticipated resistances.
• Support change management at the organizational level and manage the change portfolio.
• Lead other small teams within the RSS Project that are volunteers assisting with change requests and the organization of events for the RSS Help Desk project.
• Address and acknowledge Client Escalations.
• Conduct and administer project specific reports to AT&T Project Employees including Client and Accenture/Cayuse Delivery Managers.
• Partner with internal stakeholders and liaise with management to ensure Client satisfaction.
• Participates in the Holiday Readiness Program (HRP) which runs from Black Friday through to New Year's Day.
• Open to new ideas and change with the ability to take ownership of the process
• Demonstrate ability to learn quickly and thrive in a high-energy team environment
• Problem solving and root cause identification skills
• Ability to multitask and demonstrate time management skills
• Analytical and self-directed; must be a team player and able to work collaboratively with and through others
• High level of accuracy and reliability
• Other duties as assigned.

Minimum Job Skills and Qualifications

Minimum Qualifications:

• 2-3 years project or program coordinator/management experience
• Preferable experience working with a help desk/call center
• College preferred but not necessary
• Minimum of 1 - 2 years' experience with Project Structuring, Process and Technical Documentation skills
• High School Diploma or GED required; post-secondary education strongly preferred
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Technical aptitude/computer literacy, including familiarity with Windows, MS Office Applications; Word and PowerPoint in particular, Internet Browsers, as well as basic computer terminology
• Understanding of all tools used to run the project successfully; technical, service and reporting
• Ability to maintain data integrity, data security, and keep data systems current
• Exceptional communication skills, both written and verbal
• Excellent active listening skills
• Proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Work with Client and Client Partners in a managerial capacity
• Ability to solve team process related issues
• Ability to clearly articulate messages to a variety of audiences
• Ability to establish and maintain strong relationships
• Ability to influence others and move toward a common goal

Preferred Qualifications:

• Experience working with a help desk/call center

Reports to: Accenture Delivery Manager, Cayuse Delivery Manager, RSS Senior Lead

Working Conditions

• Professional remote office environment
• Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• May be asked to travel for business or professional development purposes.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

As an equal opportunity employer, Cayuse Commercial Services is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact our Recruiting Department at (541) 278-8200 for assistance.