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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health.By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

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.
Analytical and Operational Nature of the Role
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.
How the Role Functions as a Specialized IT Analyst
Analyzes stakeholder needs, communication effectiveness, adoption metrics, and operational impacts to recommend communication strategies that support successful implementation of technology initiatives.
Translates complex technical information into business and customer-facing communications that support IT service delivery and adoption.
Supports technology implementations, upgrades, service changes, and organizational change initiatives through project coordination, stakeholder readiness, and communication planning.
Develops and maintains technical documentation, knowledge bases, user guides, FAQs, operational procedures, and content standards.
Coordinates stakeholder communications related to technology projects, services, operational activities, and enterprise initiatives.
Serves as a liaison between technical teams, leadership, and end users to improve understanding, readiness, engagement, and adoption.
Uses feedback, engagement data, adoption indicators, and operational input to identify risks, solve problems, and recommend continuous improvements.
Alignment to IT Analyst Competencies
IT Analyst Competency How This Role Aligns
Apply specialized knowledge within a defined IT discipline Technical communications, knowledge management, technology adoption, change enablement, stakeholder engagement, and business process improvement.
Serve as an individual contributor supporting enterprise initiatives Coordinates communication and engagement activities across technology projects, operational workstreams, leadership priorities, and customer-facing initiatives.
Analyze problems and recommend solutions Assesses stakeholder needs, communication gaps, adoption barriers, operational impacts, and feedback to recommend practical solutions.
Support project delivery and implementation Develops communication project plans, tracks deliverables, coordinates dependencies, participates in implementation workgroups, and supports readiness activities.
Translate technical issues and solutions for customers Communicates IT issues, impacts, risks, timelines, and solutions in clear, actionable language for clinical, operational, administrative, and technical audiences.
Maintain expertise within a specialized discipline Develops knowledge of healthcare technology, digital health, cybersecurity, enterprise systems, analytics, emerging technologies, and technology strategy.
Job Description
Occupational Summary
The IT Analyst - Technical Communications & Engagement reports to the Chief of Staff for Duke Health's Chief Digital Officer and serves as a specialized individual contributor within Duke Health Technology Solutions (DHTS), supporting the analysis, planning, coordination, documentation, communication, and adoption of enterprise technology initiatives, services, and programs.
This position applies technical writing, stakeholder analysis, project coordination, change management, knowledge management, and business process improvement skills to translate complex information technology concepts into clear, actionable information for diverse audiences including clinicians, operational leaders, faculty, staff, and technology teams.
The analyst partners with technology leaders, project teams, business stakeholders, and operational departments to assess stakeholder needs, analyze operational impacts, develop communication strategies, maintain knowledge resources, support technology adoption, and coordinate communication activities throughout the lifecycle of technology initiatives.
This role requires analytical thinking, problem solving, strong project coordination skills, exceptional written communication, attention to detail, and the ability to understand technical concepts, evaluate business needs, and recommend communication and engagement approaches that support successful implementation and operational effectiveness.
Responsibilities
Technical Analysis, Communications & Stakeholder Engagement
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.
Project Coordination & Implementation Support
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.
Knowledge Management & Documentation
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.
Change Management, Adoption & Operational Readiness
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.
Business Process Improvement & Communication Effectiveness
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.
Digital Content & Platform Management
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.
Operational Support
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.
Minimum Qualifications
Education
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.
Experience
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.
Preferred Qualifications
Experience working within an information t...