Technical Program Coordinator - Adoption and Transformation

Let’s talk about the team and you:  

ResMed's Digital Workspace Experience team, is focused on unified communication, identity and user productivity solutions.  Our goal is to be innovative and efficient while embodying a passion for the end-user in everything we do.  It is about being agile, building effective business partnerships, leaning and testing new technology, and driving adoption and transformation.  

This role aligns within our Adoption and Transformation stream.  You will work directly with Platform

Engineers, Technical Support and every global business function to drive effective technical rollouts, large and small. Your primary focus is ensuring, every new functionality rolled out to the business is tested, early adopters have been engaged, and education and training is built, delivered, enhanced and updated. Documentation easy to find, hyper-care is delivered for new rollouts and support is available immediately.  Change management and understanding is key to this position and you will have the ability to look at things from a variety of perspectives.   You are not afraid to challenge engineers, leaders and end users on both technology and process flow.  You have a sense of urgency and a deep passion for helping people.  

As we are a diverse company with different business streams, regulations, and needs therefore it is never one size fits all.  You will collaborate to define the strategy, roadmap, and rollout initiatives that support adoption wearing many hats, tester, trainer/presenter, image creator, technical writer, technical support, and …. The list goes on.  

Let’s talk about responsibilities: 

• Build and facilitate the IT rollout strategy for both large scale and small-scale technology changes that effect ResMed as a global business.  

• Ensure communication, documentation and information get to the right teams at the right time 

• Help develop communication plans for all functions during the rollout.  

• Complete analysis of the effect of each rollout and be nimble to change process and stages at any time.  

• Track issues and solutions within issue logs, complete trend analysis and share globally via reporting and updates  

• Build both internal and external learning journey’s for technical support teams, and end users.   

• Schedule and facilitate program workshops with engineer’s and follow up on testing, findings, takeaways.  Share knowledge from all sessions and ensure cadence is set for future sessions.  

• Run ideation sessions, gamify learning, and encourage all levels and functions.  

• Build excitement and enthusiasm for changes, enhancements, upgrades focusing on everybody from Executive Sponsors, uTech (technical support) and the end users.   

• Help build out marketing materials to showcase to the business changes and enhance adoption rates.  

• Create technical documentation and work to build, find and update KB articles, screen shots, and knowledge repositories.  

• Define process and feedback loops for all functions that will be affected by the changes.  

• Have a keen understanding of how changes affect end users and be innovative in ways to help smooth and communicate this.  

• Embody change and become a change champion, think outside the box as to why, when, how, and what should be done.  

Let’s talk about qualifications:  

• The ability to thrive in a fast-paced, ambiguous environment where experimentation is encouraged and you are confident in creating, executing and championing those experiments. 

• Experience in delivering programs or events with multiple stakeholders involved.   

• Experience in learning & development, technical communications, or marketing and communications, creating videos.   

• Strong stakeholder management with and understanding of user researcher skills.  

• Ability to dig past surface-level statements to identify areas of concern, unforeseen impacts.  

• Familiarity with learning program design, delivery and management of training, effectiveness of eLearning and blended learning models. 

• Exceptional written and oral communication skills with experience adapting tone and messaging to your audience; effective at “internal marketing.”  

• Collaborative approach to problem solving 

• Have a proactive mindset consistently thinking about user experience and the technical impact of process change. 

• A history of being action oriented in finding and solving problems within and beyond what’s assigned to you. 

• Be self-driven and can think strategically while maintaining attention to detail on operational tasks. 

• Ability to work in a global environment across time zones. 

Assets:  

• Experience supporting, coaching or driving programs for disciplines, such as: Technical Support, Customer Technical Support, Software Development, UX or Product Management.  

Let’s talk about what you can expect: 

• A supportive environment that focuses on people development and best practices 

• Opportunity to design, influence, and be innovative 

• Work with global teams and share new ideas 

• Be supported both inside and outside of the work environment 

• The opportunity to build something meaningful and see a direct positive impact on people’s lives