About this role
Change Champion – Quick R&R / Job Description
Act as the primary business-facing support for users of the RES Appian system within PAOSupport implementation of Appian Phases 1A, 1B, 2A, and 2B for corporate office functionsProvide frontline user assistance through weekly support sessions, MS Teams channels, mailboxes, and ad-hoc queriesDeliver up to two targeted trainings per month based on user feedback and adoption needsCommunicate clearly to address misinformation and reinforce correct system usageTranslate technical updates into user-friendly guidanceMaintain logs for user feedback, communications, and improvement requestsAct as a liaison between PAO, RES, GSO, and Appian leadershipAdvocate best practices and support ongoing adoption of the Appian systemProvide monthly reporting on adoption, feedback, improvements, and trainings deliveredSupport 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 regionRegions covered: International and AmericasResources will collaborate and provide global support as requiredThe 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) integrationsFuture 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 sessionsResponding to queries via MS Teams channels, shared mailboxes, and ad-hoc requestsDeliver up to two ad-hoc training sessions per month, based on:User feedbackIdentified “hot topics”Set up and manage:Separate MS Teams Q&A channels and/or mailboxes for International and Americas usersCreate a one-page overview describing:The Change Champion roleHow this role interfaces with wider RES Appian support teamsB. Communication
Proactively address misinformation and improve user understanding of the Appian systemMaintain a communication and feedback logServe 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 deliveredCommon issues and user feedbackTranslate technical system updates into clear, user-friendly messagesAct as a liaison between:PAO, RES, and GSOPromote adoption by:Advocating best practicesReinforcing official guidance and documentation issued by GSO and PAOD. Continuous Improvement
Maintain an Improvement Log capturing:End-user feedbackEnhancement suggestionsE. Adoption & Engagement Monitoring
Provide monthly reports covering:User feedback trendsImprovement and enhancement requestsTrainings and support sessions delivered5. Governance & Reviews
Any additional ad-hoc requests must be agreed in advance and assessed against:Available resourcesDuration of the work orderThe Supplier will conduct a monthly review meeting with the Citi F&C Governance Lead to:Review progressDiscuss new requestsAssess impacts from ongoing Appian development6. Out of Scope – Training & Onboarding
Training and onboarding of new hires or new Appian users post go-live is out of scopeThis responsibility lies with the designated Supplier SME/Trainer/ManagerTraining materials (PAO process guides, GSO materials, recorded sessions) will be available on the PAO SharePoint for reuse
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