IT Writer and Communications Specialist

Job Title: IT Writer and Communications Specialist

Industry: Higher Education

Location: Boston, MA – 3 days in office, 2 days remote

Duration: 12 weeks with potential to extend

Schedule: EST (40 hours/week)

Interview Process: 1 round

Job Summary

Information Technology Services (ITS) is seeking a dynamic IT Writer and Communications Specialist to drive client's digital transformation forward. In this pivotal role, you'll be the strategic communications leader who transforms complex technology changes into compelling narratives that inspire and empower our university community. You'll craft communication strategies that don't just inform—they guide, educate, and motivate thousands of faculty, staff, and students through major system implementations and process innovations, both big and small.

As our communications bridge between technical teams and end users, you'll translate intricate technical concepts into powerful, accessible messaging that resonates across diverse audiences. You'll collaborate at the highest levels with IT project teams, university leadership, and key business stakeholders to anticipate challenges, shape perceptions, and orchestrate communication campaigns that ensure successful technology adoption and organizational change.

Key Responsibilities

Change Communication and Stakeholder Engagement (40%)

• Develop comprehensive communication plans for IT projects that guide stakeholders through system changes, process updates, and technology implementations
• Collaborate with technical teams, project managers, leadership, and business stakeholders to understand project impacts on different user groups
• Create targeted messaging that explains "what's changing," "why it's changing," "how it affects you," and "what you need to do" for various stakeholder segments
• Design and execute multi-channel communication campaigns to support organizational change initiatives

Content Development and Technical Translation (35%)

• Write and edit compelling, accessible content for web, email, digital signage, print, user interfaces, and other communication channels
• Translate technical concepts, system requirements, and process changes into language appropriate for diverse audiences (faculty, staff, students, administrators)
• Develop training materials, quick reference guides, FAQs, and other resources that help users adapt to new systems and processes
• Create informational and educational content that drives user engagement and adoption of new technologies

Cross-Functional Collaboration and Project Support (20%)

• Partner with IT project teams to understand technical requirements, timelines, and user impacts throughout project lifecycles
• Participate in project planning meetings to provide communications expertise and identify potential user concerns early
• Collaborate with training teams, help desk staff, and other support functions to ensure consistent messaging across all user touchpoints
• Work with campus-wide partners to coordinate communications and minimize change fatigue

Strategic Communication and Continuous Improvement (5%)

• Contribute to overall IT communications strategy and help identify opportunities to improve change communication processes
• Monitor communication effectiveness through user feedback, adoption metrics, and other data sources
• Stay current on change management best practices and emerging communication technologies
• Counsel leadership on communication strategies for complex or sensitive technology changes

Required Qualifications

• Substantial experience in marketing, communications, or related field, preferably in higher education, technology, or organizational change environments
• Exceptional written and verbal communication skills with demonstrated ability to adapt messaging for different audiences
• Strong technical aptitude with ability to quickly understand complex systems, processes, and technical concepts
• Project collaboration experience with demonstrated ability to work effectively with cross-functional teams including technical staff, project managers, and various stakeholders
• Change communication experience or strong interest in helping organizations and individuals navigate transitions
• Advanced Microsoft Office skills including collaborative features in Word, SharePoint, Excel, Teams, and Outlook
• Self-directed work style with strong project management abilities and attention to detail
• Adaptability in fast-paced, changing environments with shifting priorities

Preferred Qualifications

• Experience with ITIL processes, change management frameworks, or IT service management
• Proficiency with content management systems (WordPress, Contentful, or similar) and email marketing platforms
• Familiarity with user experience (UX) principles and user-centered design thinking
• Experience creating multimedia content (graphics, video, interactive materials)
• Knowledge of web accessibility standards and inclusive design practices
• Data analysis skills for measuring communication effectiveness and user engagement
• Experience in complex organizational environments or higher education settings

AI and Technology Fluency

• Curiosity and openness to exploring AI-powered tools for content creation, editing, optimization, and distribution
• Interest in leveraging technology to enhance communication processes and user experiences
• Willingness to experiment with emerging communication technologies and platforms
• Understanding that AI literacy is increasingly important in modern communications roles

Personal Qualities

• Strong problem-solving mindset with ability to anticipate user concerns and communication challenges
• Empathetic approach to understanding how change impacts different user groups
• Collaborative leadership style with ability to influence without direct authority
• Resilience and flexibility when projects shift or timelines change
• Commitment to continuous learning and professional development
• Customer service orientation with focus on user success

Working Environment

This is a hybrid role requiring a minimum of three days per week in the office to facilitate collaboration with project teams, stakeholders, and IT colleagues. On-campus presence is essential for building relationships, understanding user needs firsthand, and contributing to our collaborative culture.