Change Champion – Quick R&R / Job Description
- Act as the primary business-facing support for users of the RES Appian system within PAO
- Support implementation of Appian Phases 1A, 1B, 2A, and 2B for corporate office functions
- Provide frontline user assistance through weekly support sessions, MS Teams channels, mailboxes, and ad-hoc queries
- Deliver up to two targeted trainings per month based on user feedback and adoption needs
- Communicate clearly to address misinformation and reinforce correct system usage
- Translate technical updates into user-friendly guidance
- Maintain logs for user feedback, communications, and improvement requests
- Act as a liaison between PAO, RES, GSO, and Appian leadership
- Advocate best practices and support ongoing adoption of the Appian system
- Provide monthly reporting on adoption, feedback, improvements, and trainings delivered
- Support global collaboration across International and Americas regions
CHANGE CHAMPIONS – ROLES & RESPONSIBILITIES (R&R)
1. Overview of Services
This scope of services covers Change Champion support to the RES Facilities & Construction Program Assurance Office (PAO) for the implementation of the RES Appian system, which is used to capture and manage Real Estate Project information.
Change Champions act as the first line of support for business users and play a key role in driving awareness, adoption, and effective use of the Appian system.
2. Resourcing Model
- 1.5 Change Champion resources per region
- Regions covered: International and Americas
- Resources will collaborate and provide global support as required
The scope acknowledges that Appian is an evolving system. As development progresses, effort across activities may shift or overlap based on business priorities.
3. Scope of Appian Support
Change Champions support Appian Phases 1A, 1B, 2A, and 2B, covering corporate office functions.
Out of Scope:
- Retail and Facilities Management (FM) integrations
- Future phases beyond those listed above
(Note: These future phases may still benefit indirectly from work completed under this scope.)
4. Change Champion Responsibilities
A. User Support & Training
- Act as frontline support for Appian users by:
- Hosting weekly support sessions
- Responding to queries via MS Teams channels, shared mailboxes, and ad-hoc requests
- Deliver up to two ad-hoc training sessions per month, based on:
- User feedback
- Identified “hot topics”
- Set up and manage:
- Separate MS Teams Q&A channels and/or mailboxes for International and Americas users
- Create a one-page overview describing:
- The Change Champion role
- How this role interfaces with wider RES Appian support teams
B. Communication
- Proactively address misinformation and improve user understanding of the Appian system
- Maintain a communication and feedback log
- Serve as the primary point of contact for Appian-related user questions
(Users may still engage peers or volunteer champions where appropriate)
C. Liaison & Stakeholder Engagement
- Keep RES Appian Leadership informed on:
- Support sessions delivered
- Common issues and user feedback
- Translate technical system updates into clear, user-friendly messages
- Act as a liaison between:
- Promote adoption by:
- Advocating best practices
- Reinforcing official guidance and documentation issued by GSO and PAO
D. Continuous Improvement
- Maintain an Improvement Log capturing:
- End-user feedback
- Enhancement suggestions
E. Adoption & Engagement Monitoring
- Provide monthly reports covering:
- User feedback trends
- Improvement and enhancement requests
- Trainings and support sessions delivered
5. Governance & Reviews
- Any additional ad-hoc requests must be agreed in advance and assessed against:
- Available resources
- Duration of the work order
- The Supplier will conduct a monthly review meeting with the Citi F&C Governance Lead to:
- Review progress
- Discuss new requests
- Assess impacts from ongoing Appian development
6. Out of Scope – Training & Onboarding
- Training and onboarding of new hires or new Appian users post go-live is out of scope
- This responsibility lies with the designated Supplier SME/Trainer/Manager
- Training materials (PAO process guides, GSO materials, recorded sessions) will be available on the PAO SharePoint for reuse
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