Support Operations Specialist

3 days ago

Houston, Texas, United States Sterling 5 Full time
Job Summary:

The Support Operations Specialist is responsible for delivering change and communications in support of the Gas Platform's steady-state operations.

This role utilizes tools and templates developed by the Program Change team and aligns with the overall program change strategy for consistent stakeholder experience.


Key Responsibilities:

Partner with Platform Leaders:
Build a working knowledge of current and upcoming Platform activities and efforts.
Partner with Platform leaders to build a quarterly engagement plan during Platform Quarterly Planning events.
Act as a liaison between the program change team and the platform team.
Champion Platform and Product Change Adoption
Coordinate with the program change management team to draft Platform communications & engagement strategy and lead in executing.
Draft and manage communications / meeting invites to the business on behalf of the program.
Plan, develop content, and facilitate Platform Influencer Network meetings every other month.
Maintain the Gas Influencer member list.
Coordinate training for Platform teams and/or stakeholders, as needed.
Provide support for the development of Platform or Product change documentation for stakeholders, ahead of implementation.
Partner with the Program Change Team
Regularly connect with the program change management team to share best practices, learnings to align efforts and messaging across platforms.
Integrate Platform and Product related communications and engagements into the overall program plan.
Coordinate with the Program Change Team to capture relevant adoption and satisfaction metrics.

Examples of Tasks:
Platform Engagement Execution
Create invitations, develop agendas & materials, facilitate engagement, etc.
Gas Ops Townhall / Open Mic
Leadership Meetings
Quarterly Planning
Platform Influencer Meetings
Collaborate with program change management
Net Promoter Score (NPS)
Work with program change management team to send monthly surveys and reminders.
Program change management support
Provide Platform updates/inputs, as needed
Influencer Collective
Monthly Newsletter
Etc.
Change Adoption Metrics (survey/poll results)
Platform Intranet Child Site Maintenance (future)
Bi-weekly Platform status updates to Gas stakeholders
Work with Product Owners and Platform Triad to develop status report
Distribute to Gas stakeholders
Maintain Gas stakeholder distribution list

Required Skills:
Communication
Organization
Facilitation
Problem solving
Collaboration
Education/Experience
Bachelor's degree required
Excellent communication skills
Proficient in PowerPoint, Excel, Word, and Outlook

Preferred Experience
Agile Certification
PowerBI Da

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