Technology Communications Specialist II

Essential Job Functions

• Develop, edit, and publish IT-related communications including service announcements, outage notifications, maintenance notices, change communications, and executive updates.
• Translate complex technical concepts into clear, concise, audience-appropriate language for non-technical stakeholders.
• Ensure consistency of tone, branding, and messaging across all IT communication channels.
• Review communication templates for major incidents, outages, and service degradations, ensuring accurate and timely updates.
• Review communication templates for Change Management.
• Partner with IT leaders, service owners, and business stakeholders to understand communication needs and priorities.
• Serve as a trusted communications advisor during system rollouts, platform upgrades, and process changes.
• Manage communication approvals and escalation paths as required.
• Maintain IT communication templates, standards, FAQs, and knowledge content.
• Publish content across approved platforms (e.g., ITSM tool, intranet, email, collaboration tools).
• Track and improve communication effectiveness using feedback and engagement metrics.
• Identify opportunities to improve IT communication processes, templates, and tools.
• Contribute to communication playbooks, incident communication frameworks, and change enablement strategies.
• Stay current with best practices in IT service communications and organizational change management.

Qualifications

• Ability to work effectively in fast-paced, high-pressure situations, including during critical incidents.
• Strong written and verbal communication skills with exceptional attention to detail.
• Demonstrated experience communicating IT incidents, outages, and changes to diverse audiences.
• 3–5 years of experience in IT communications, corporate communications, IT service management, or a related discipline.
• Bachelor’s degree in Communications, Information Technology, Business, or a related field, or equivalent professional experience.

Work Environment

• Primarily based on SHSSS HQ office with management approval for hybrid environment.
• Frequent standing, walking, reaching, talking, hearing, and using hands to finger, handle, or feel.
• Specific vision abilities required include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.