IT Analyst - Technical Communications & Engagement Lead

Duke Careers•Durham, NC

About The Position

The proposed IT Analyst – Technical Communications & Engagement position functions as a specialized IT individual contributor responsible for translating technology-related information into actionable knowledge for customers, stakeholders, leadership, and technical teams. Unlike traditional communications roles that primarily focus on marketing, branding, media relations, public relations, or corporate messaging, this position is embedded within the information technology organization and supports the successful delivery, adoption, understanding, and operational effectiveness of enterprise technology services and initiatives. The role requires the ability to develop subject matter knowledge of technology systems, digital health initiatives, cybersecurity, enterprise applications, operational processes, and technology strategy in order to accurately communicate technical information to diverse audiences. Success in the role requires an understanding of technology concepts, the ability to analyze technical information, and the capability to translate complex issues into communications that facilitate user adoption, stakeholder engagement, organizational readiness, and operational success. This position requires more than writing and content development. The analyst is responsible for evaluating stakeholder needs, synthesizing technical and operational information, assessing communication gaps, analyzing adoption and engagement indicators, identifying operational impacts, and recommending communication and change strategies that support successful technology implementation. The role supports IT operations by helping project teams and technology leaders determine what stakeholders need to know, when they need to know it, how information should be delivered, and what actions are required to support adoption, readiness, and operational continuity. This includes analyzing the impact of technology changes on customers and end users, identifying opportunities to improve information flow, and contributing to process improvements that strengthen the delivery and adoption of IT services. Because this work directly supports technology implementation, IT service delivery, stakeholder readiness, project execution, adoption, and operational effectiveness, the role aligns with an IT Analyst function rather than a traditional communications function.

Requirements

Bachelor’s degree in Information Technology, Information Systems, Communications, Technical Writing, Journalism, Business, Healthcare Administration, or a related field.
Equivalent combination of education and relevant experience may be considered.
At least five years of progressively responsible experience supporting technology communications, organizational change initiatives, knowledge management programs, stakeholder engagement, project coordination, business process improvement, or enterprise technology projects.

Nice To Haves

Experience working within an information technology, healthcare technology, digital transformation, or healthcare operations environment.
Demonstrated ability to translate technical concepts, system information, operational impacts, and project details into clear, business-friendly communications.
Experience supporting technology implementations, system upgrades, operational change initiatives, enterprise projects, or technology adoption programs.
Experience analyzing stakeholder needs, operational impacts, adoption challenges, communication effectiveness, or customer feedback to support technology initiatives.
Experience coordinating project workstreams, tracking deliverables, managing timelines, supporting approvals, and coordinating implementation activities.
Experience supporting business process improvement, workflow documentation, change readiness, operational communication planning, or knowledge management practices.
Experience using metrics, feedback, engagement data, adoption indicators, or operational input to evaluate communication effectiveness and recommend improvements.
Strong technical writing, editing, documentation, and information synthesis skills.
Experience developing communication plans, knowledge resources, training materials, executive briefings, stakeholder engagement strategies, and adoption resources.
Experience managing content within SharePoint, Microsoft 365, Teams, intranet platforms, knowledge bases, or other collaboration technologies.
Familiarity with healthcare technology systems, enterprise applications, cybersecurity concepts, data analytics, digital health, clinical technology environments, or technology operations.
Experience working with project managers, business analysts, application teams, technical teams, operational leaders, or clinical stakeholders in support of enterprise technology projects.
Knowledge of change management principles, implementation readiness, user adoption strategies, and stakeholder engagement practices.
Experience with Microsoft Copilot, Power Platform, Adobe Creative Suite, Canva, or similar digital content and productivity tools.
Strong ability to understand, analyze, synthesize, and communicate complex technical information.
Exceptional written, verbal, interpersonal, and stakeholder communication skills.
Ability to communicate effectively with technical and non-technical audiences across clinical, operational, administrative, and technology teams.
Strong analytical and problem-solving skills with the ability to synthesize complex technical, operational, and business information.
Ability to analyze stakeholder needs, operational impacts, adoption barriers, communication gaps, customer feedback, and communication effectiveness.
Ability to recommend communication, documentation, engagement, and adoption strategies that support successful implementation of technology initiatives.
Knowledge of technology project lifecycles, operational workflows, implementation readiness, stakeholder communication practices, and IT service delivery concepts.
Knowledge of project coordination practices, including tracking deliverables, managing timelines, coordinating stakeholders, monitoring dependencies, and escalating risks.
Ability to support business process improvement through documentation, workflow analysis, communication planning, feedback analysis, and stakeholder engagement.
Ability to assess communication channels, content effectiveness, user engagement, information flow, knowledge resource usability, and adoption support needs.
Ability to identify risks related to stakeholder readiness, communication gaps, user confusion, technology adoption, and operational continuity, and recommend mitigation strategies.
Strong organizational skills with the ability to manage multiple priorities, deadlines, dependencies, and stakeholders in a fast-paced environment.
Ability to work independently with limited supervision and collaboratively across technical, operational, clinical, and administrative teams.
Proficiency with Microsoft 365 applications, SharePoint, Teams, and related collaboration technologies.
Commitment to customer service, continuous improvement, operational excellence, accuracy, accessibility, and alignment with organizational goals.

Responsibilities

Serve as an IT communications and engagement resource supporting enterprise technology programs, projects, services, and operational initiatives.
Analyze technical, operational, and project-related information and translate it into clear, concise communications suitable for technical and non-technical audiences.
Assess stakeholder needs, audience requirements, operational impacts, and timing considerations to recommend appropriate communication strategies and content.
Develop communication plans and deliverables supporting technology implementations, upgrades, system changes, service enhancements, outage communications, and organizational initiatives.
Coordinate communication activities across DHTS leadership, project teams, operational stakeholders, clinical partners, and business stakeholders.
Support executive communications related to technology strategy, organizational priorities, technology investments, digital transformation, and operational performance.
Coordinate communication and engagement workstreams for technology projects, system implementations, upgrades, service changes, and operational initiatives.
Develop and maintain communication project plans, timelines, stakeholder lists, deliverable trackers, editorial calendars, approval workflows, and implementation support materials.
Track communication deliverables, deadlines, dependencies, approvals, and stakeholder inputs to ensure timely completion of project-related communication activities.
Facilitate coordination among technical teams, project managers, operational leaders, and business stakeholders to ensure communication activities align with project milestones and implementation timelines.
Support readiness planning by identifying stakeholder groups, communication needs, training or documentation requirements, workflow dependencies, and potential adoption barriers.
Participate in project meetings, planning discussions, and implementation workgroups to gather information, clarify impacts, identify risks, and coordinate communication deliverables.
Monitor progress of assigned communication and engagement activities and escalate risks, delays, unanswered questions, or unresolved issues as appropriate.
Contribute to post-implementation review activities by gathering feedback, identifying lessons learned, and recommending improvements for future technology communication and adoption efforts.
Author, edit, and maintain technical documentation, knowledge articles, user guides, FAQs, presentations, executive briefings, operational procedures, and communication materials.
Create and maintain technology-related content repositories, SharePoint sites, knowledge bases, collaboration platforms, and other digital information resources.
Document operational processes, communication workflows, standards, templates, editorial calendars, governance practices, and procedures supporting DHTS operations.
Support organizational knowledge management efforts to improve information accessibility, consistency, standardization, continuity, and reuse across technology teams.
Partner with technical subject matter experts to validate accuracy, ensure appropriate level of detail, and maintain alignment with technology standards and operational requirements.
Support change management activities associated with technology implementations, service changes, process changes, and organizational transformation initiatives.
Develop user-facing educational resources, job aids, onboarding content, readiness materials, adoption resources, and support documentation for system implementations and updates.
Partner with project teams to ensure stakeholders receive timely, accurate, and actionable information regarding technology changes, expected impacts, required actions, and available support.
Collaborate with operational and clinical stakeholders to identify communication needs, readiness concerns, adoption challenges, and support requirements.
Identify risks related to stakeholder readiness, communication gaps, user confusion, or adoption challenges and recommend strategies to mitigate those risks.
Analyze stakeholder needs, communication gaps, adoption barriers, operational impacts, and customer feedback to recommend communication and engagement strategies that support successful technology initiatives.
Assess the effectiveness of technology communications, knowledge resources, adoption materials, stakeholder engagement activities, and communication channels; recommend improvements to increase clarity, usability, and impact.
Use available metrics, feedback, engagement data, adoption indicators, and operational input to evaluate communication effectiveness and recommend adjustments to content, timing, channels, or stakeholder engagement approaches.
Partner with technology teams and business stakeholders to identify process gaps, documentation needs, workflow dependencies, information flow challenges, and opportunities to improve project and operational communication practices.
Support continuous improvement of communication workflows, knowledge management practices, templates, governance processes, and stakeholder engagement methods.
Synthesize information from technical teams, project plans, operational stakeholders, and customer feedback to support informed decision-making and effective communication planning.
Maintain and enhance technology-related digital communication channels, intranet sites, newsletters, employee engagement platforms, SharePoint sites, and knowledge resources.
Coordinate content publishing schedules and manage communication calendars supporting DHTS initiatives, operational priorities, and technology project timelines.
Ensure consistency, accuracy, accessibility, and alignment of content across communication platforms and stakeholder channels.
Monitor communication channels and content performance where data is available; recommend process, content, or channel improvements to better support stakeholder needs.
Support planning and communication activities for technology-related forums, leadership meetings, employee engagement events, operational updates, and organizational initiatives.
Collaborate with cross-functional teams to ensure communications accurately reflect technical requirements, project goals, business impacts, risks, timelines, and support resources.
Provide communication, coordination, and documentation consultation to technology leaders, project managers, analysts, and operational teams.
Perform other related duties incidental to the work described herein.