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Program Manager, IT Change Management

Smith College
Smith College

Job Details

If you have any questions about the position or our application process, reach out to us at

Information Technology ServicesJob Description

Job Summary
Manage and lead assigned technical documentation, training, outreach, and change management activities for ITS operations, IT transformation initiatives, and other strategic IT priorities. Prepare and edit detailed technical documentation and communications. Collaborate with the IT leadership team, ITS service and coordination teams, and campus partners to ensure documentation is up-to-date and accurate. Assist with the development and maintenance of websites and other outreach tools, leading work for assigned areas. Participate in the development and implementation of standard style guides, templates, and other programmatic elements of materials and communications. Supervise assigned student and casual workers who work on training, documentation and testing projects. Serve as the primary logistical lead for change management and training events. Participate in ITS extended leadership team and in longer-range planning for IT change management.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions
Content development and management 40%

  • Create, edit, and update outreach materials and step-by-step technical documentation in a variety of formats, including video.
  • Assist with the formulation of IT communication priorities, templates, and style guides.
  • Manage IT transformation content repositories.
  • Review and edit content developed by others to ensure effective outcomes and alignment with ITS communication practices.
  • Assign work to and edit documentation created by student workers, casual workers, and external consultants.
  • Consult on design, strategy, and content for college-wide sites managed by ITS.

Training 10%

  • Lead training sessions for IT operations, IT transformation, or other IT strategic priorities as assigned.
  • Participate in planning for training programs and in the assessment and improvement of assigned training content.
  • Lead specific training strategy work as assigned.

Supervision of student and casual workers and consultants 10%

  • Hire and supervise student workers; supervise casual workers and outside consultants as assigned, ensuring effective onboarding, ongoing management, completion of assigned tasks, and performance evaluation.

Planning, coordination and cross-institutional partnership 10%

  • Participate in extended ITS leadership team.
  • Participate in assigned IT service teams and planning sessions as a consultant. Represent IT change management in meetings and tasks with other departments.
  • For assigned projects, partner with representatives of other campus offices to determine effective strategies for IT training, documentation and outreach.

Outreach Manager 10%

  • Manage assigned communications and feedback channels and produce updates and reports on their activity. Using established protocols, assist in responding to community questions about IT transformation initiatives. Plan and lead a variety of community-facing outreach sessions as assigned.

Logistics 10%

  • Manage and troubleshoot event and training program logistics, including creation of sign-up mechanisms.
  • Serve as backup (vacation/out of office) for IT Transformation meeting scheduling.

Testing 10%

  • Oversee testing of various technical functions from a user experience lens.
  • Partner with other departments, both in and out of IT, to update documentation related to testing results.

Other Functions
All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

  • Bachelor’s degree plus three years of experience in managing complex situations with the appropriate level of detail and responsiveness, or an equivalent combination of education/experience.
  • Experience working with individuals from diverse backgrounds.

Preferred Qualifications

  • Extensive experience with writing and editing technological help materials. Extensive experience with Google suite (calendar, mail, docs, sheets, forms, sites, etc).
  • Experience writing for or managing websites.
  • Experience in a team-driven environment (rather than an individual contributor environment).
  • Experience managing creative/content contributors.
  • Experience with video editing tools, such as Camtasia.

Ability to communicate complex subject matters in a concise manner. Excellent written and verbal communication. Ability to work quickly, effectively, and maintain focus in a complex, high-intensity and evolving environment. Strong facility with productivity and communications technologies and an aptitude for learning new technologies quickly and effectively. Superior attention to detail and follow through. Strong project management practices, with the ability to manage simultaneous tasks of varying complexity, spanning concurrent activities. Ability to work effectively as a team leader, team member, and individual contributor. Ability to follow emerging and established logistical practices, assess their effectiveness, and suggest new or revised practices where needed. Good judgment in assessing challenges and escalating them proactively to supervisors. Experience with industry standard communications, website, collaboration, video production and calendar technologies.

Additional Information
All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.

Please attach BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application. You will NOT be able to attach additional files after you have hit the Submit button.

Review of applications will begin

December 4, 2023

Compensation Grade:

Grade J

Position Type:


About Smith College

Located in Northampton, MA, Smith College is one of the largest women’s colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at

As set forth in our mission and values, Smith College is committed to promoting a culture of equity and inclusion among students, staff and faculty. The College will not discriminate in employment on the basis of age, race, color, ethnicity, national origin, creed, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, genetic information, age, veteran status, physical or mental disability, or any other classification protected by law. Smith College is an equal opportunity employer and complies with all state and federal laws that prohibit discrimination.


Working at Smith College 

Founded in 1871, Smith College is the nation's largest liberal arts college for women. The reputation of the College as one of the finest in the country holds strong because of the dedicated work of our staff, faculty, and administration. We are a diverse group bringing to our community different talents, perspectives, and experiences. Our strength arises from this diversity and is sustained by a community value of providing an outstanding educational environment for our nearly 2,700 students. Smith College is located in Northampton, a lively town of 30,000 in the Connecticut River valley of western Massachusetts.

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