Technology Adoption Specialist

Requisition Number: 26036 

At UGI Utilities, Inc. we believe in providing a superior range of energy products and services to our customers in a safe, affordable manner. As our energy needs evolve, UGI will be there providing safe and reliable service that brings warmth and comfort to our 750,000 customers in 45 counties in Pennsylvania and 1 county in Maryland.

We strive to reflect the communities we serve by attracting and retaining top talent, while maintaining a diverse workforce that embraces our culture of safety, service, and integrity. As an employee of UGI Utilities, you can expect a competitive total compensation plan and comprehensive benefits. Employees work in a collaborative environment, have upward mobility opportunities, and the ability to enjoy a true work life balance.

UGI is committed to acting in a sustainable and socially responsible manner to minimize our impact on the environment and to enrich the lives of our customers, communities, and employees. To learn more about UGI's workplace culture, sustainability efforts, and commitment to diversity, equity and inclusion (DE&I), we invite you to visit our UGI Corporate sustainability page.

Apply to UGI Utilities today to share in our mission and support countless neighbors, friends, and families in providing best-in-class products and services!

Job Summary:
Supports the adoption of new technology solutions in the EBT scope through the planning, development, and delivery of job aids, instructional videos, in-person and remote training, and other forms of communication, driving measurable improvements in user adoption, productivity, and business outcomes.

Duties and Responsibilities:

• Maintains the content of the TELLALL Knowledge library (enabled by SAP EnableNow digital adoption platform) up to date
• Supports the organization of TELLALL content to enhance user experience
• Supports the development of role-based learning paths tailored to specific job functions
• Ensures all training materials and job aids are accessible and inclusive for users with diverse needs
• Updates or develops new training materials and job aids using appropriate media formats for diverse learning styles
• Trains content Contributors on the use of learning technologies and ensures the quality of their content posted in TELLALL
• Responds to technology use questions and works with others as needed to support users
• Responds to requests for training or information received from UGI user community
• Manages and updates assigned ServiceNow tickets
• Enhances the content of the TELLALL knowledge content library using SAP EnableNow and other digital adoption platforms to reflect system functionality enhancements and changes in business practices
• Collaborates with Functional Leads to document computer system enhancements
• Stays current with SAP roadmap for EnableNow and with technology adoption methodologies, and recommends changes that could benefit UGI
• Creates or updates training components as new learning technologies are adopted for UGI
• Records step-by-step user guides and video tutorials
• Updates test plans and cases, and executes testing in support of technical upgrades of EnableNow
• Contributes to EBT branded communications regarding technology system changes
• In collaboration with Functional Leads and Business Super Users, collects basic user behavior data to improve adoption strategies
• Develops surveys and conducts interviews to solicit feedback from end-users and Management on challenges regarding technology adoption
• Analyzes end user feedback and organizes an action plan working with EBT Functional Leads
• Supports the design of programs to address concerns and promote technology adoption, such as Learning Labs, site visits, and Q&A sessions
• Organizes and facilitates user community sessions, such as “LearningLab!,” to promote technology adoption and advance user community knowledge of technology
• Supports upskilling business Super Users
• Identifies potential user experience barriers and communicates them to appropriate business or functional teams
• Participates in the organizational change management activities for UGI technology projects as a team member
• Contributes to the development of stakeholder analysis 
• Contributes to the development of the project communication plan and end-user training plan
• Supports the development and execution of a change readiness plan (e.g., contributes to the readiness user surveys, analysis results, and recommends actions to Project Leads)
• Contributes to the project branding and communication content
• Distributes project communications per communications plan
• Collaborates with project team members in developing the content of training, communications, creating job aids, and security/controls to facilitate role-to-position mapping organizational change
• Establishes the structure in EnableNow to house training materials and job aids
• Becomes a subject matter expert on the process and technology in scope for the project
• Assists in onboarding business Testers during user acceptance testing phase
• Conducts train the trainer sessions with business super users and delivers assigned training courses to end users
• Contributes to establishing baseline metrics for measuring adoption success

Knowledge, Skills and Abilities:

• Demonstrates strong written and oral communication skills
• Demonstrates the ability to effectively deliver training content and instructions in-person and remotely
• Demonstrates structured reasoning in developing communications and other materials
• Uses prescribed guidelines or policies in analyzing situations
• Receives a moderate level of guidance and direction
• Recognizes and solves typical technology solution problems that be presented by end users
• Identifies and resolves moderately complex business, technical, or operational problems and challenges with regards to the use of the digital adoption platforms
• Identifies technology adoption barriers based on end user feedback and system usage Applies basic root cause analysis to technology adoption challenges
• Builds collaborative relationships with other EBT members, business Super Users, and end user communities
• Interprets end user needs, and assesses their business requirements
• Leverages business and technology knowledge to develop alternative solutions
• Demonstrates empathy for end users' technology adoption challenges
• Recognizes diverse end user needs and adapts approaches accordingly
• Provides informal guidance to onboard other EBT members and business users
• Supports project delivery by managing assigned tasks and deliverables to meet project timelines
• Demonstrates the value of new technology through effective communication and coaching
• Explains complex information to others in straightforward situations
• Guides and influences others either internally or externally
• Tailors communication approach to different audiences
• Effectively facilitates basic training sessions and workshops
• Identifies and recommends improvements to the TELLALL knowledge library 
• Proactively seeks user feedback to enhance training effectiveness
• Suggests innovations in training delivery methods
• Applies lessons learned from previous implementations to new projects
• Seeks to increase knowledge and experience in adult training and technology adoption techniques

Education and Experience:

• High School diploma as minimum; Bachelor’s degree in Business Administration, Computer Sciences, or Education preferred
• 2 years of functional or Utilities field experience preferred
• ITIL Foundations preferred
• Proficiency in MS-Office products 

We offer comprehensive benefits, some of which are:

•  medical, prescription, dental, vision, life insurance

• disability plans

• 401(k) matched savings plan

• paid vacation

• company stock purchase program

• wellness programs

• tuition reimbursement

• paid parental leave

• paid volunteer time

• adoption assistance

UGI Utilities, Inc. is an Equal Opportunity, Affirmative Action and E-Verify Employer. As such, the Company abides by the requirements of the Executive Order 11246, 41 CFR 60-741.5(a), and 41 CFR 60-300.5(a). The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.

Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with UGI policies.

As a federal contractor that engages in safety-sensitive work, UGI cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.