Job Description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

The IT Communications Specialist II is responsible for developing, coordinating, and delivering clear, timely, and consistent communications related to IT services, systems, incidents, and initiatives. This role serves as a key liaison between IT and business stakeholders, ensuring that technical information is translated into user-friendly messaging that supports operational continuity, change adoption, and customer satisfaction.

The Specialist II level operates with moderate autonomy, manages multiple communication streams, and partners closely with IT leadership, service management, and technical teams during both steady-state operations and high-impact events.

Essential Job Functions:

IT Communications & Messaging

• 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.

Incident & Change Communications

• Review communication templates for major incidents, outages, and service degradations, ensuring accurate and timely updates.
• Review communication templates for Change Management.

Stakeholder Engagement

• 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.

Content & Channel Management

• 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.

Continuous Improvement

• 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:

• This role is primarily based on SHSSS HQ office with management approval for hybrid environment.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
• Ability to sit for extended periods and use standard office equipment.
• The work environment is fast-paced.
• May be exposed to environmental factors including, but not limited to, second-hand smoke, excessive noise, and constant exposure to the public.
• Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).