The Technology Adoption Specialist is responsible for helping First Command Financial Services turn new and enhanced technology and business processes into adopted ways of working. Technology Adoption Specialists (TAS) partner with business, product, and technology stakeholders across the enterprise to assess adoption complexity and risk, define adoption success, and develop practical adoption approaches that build awareness, capability, proficiency, and sustained usage. Their work helps strategic initiatives realize intended business and user value.
TAS bring natural curiosity about how people work and how technology can help them work more effectively and sustainably. They seek to understand the experiences, barriers, and needs of advisors, employees, and clients so that adoption efforts help users apply new features and capabilities and realize their intended benefits.
TAS focus on the behaviors required for people to use technology and business processes effectively. Their primary goal is to increase meaningful adoption and sustained usage of digital assets so the organization can achieve intended outcomes and value.
TAS support both new initiatives and existing capabilities. They engage with strategic initiatives to shape and execute adoption plans, and they proactively monitor adoption health across current systems and tools. By analyzing usage patterns, gathering user insights, and identifying barriers or opportunities, they recommend targeted actions to strengthen proficiency, sustained use, and value realization.
Duties & Responsibilities
- Establish clear communication channels with key stakeholders and subject matter experts.
- Raise awareness of business processes across all personas in our field force
- Promote consistency in business processes
- Understand upcoming development items (both process and technology) and translate their impact on business processes.
- Lead adoption plan development, including defining milestones and identifying tools to facilitate adoption of upcoming process and technology changes.
- Define adoption goals and metrics based on outcomes from stakeholders
- Incorporate technology adoption toolset into new technology
- Review and analyze adoption metrics and create an action plan
Skills & Qualifications
Education
- Bachelor’s degree required (or 4 years of experience required), business disciplines preferred.
Work Experience
- 2 or more years working in the Financial Services industry required. Experience in a First Command field office or equivalent branch office experience in a similar Financial Services Industry firm preferred.
- Two or more years of experience in technology adoption or a related role within the financial services industry
Certifications
- Prosci Change Management, preferred
Required Knowledge, Skills and Abilities
- Communication: Excellent written and verbal communication skills, including the ability to articulate complex concepts clearly and concisely.
- Interpersonal Skills: Strong interpersonal skills to build relationships and work collaboratively with diverse teams and individuals.
- Adaptability: Ability to adapt to changing circumstances, embrace new ideas, and be flexible in approach.
- Strategic Thinking: Capacity to think strategically, anticipate future needs, and develop long-term plans to achieve organizational goals.
- Empathy: Understanding and addressing the concerns and needs of employees during the adoption process.
- Persistence: Determination and resilience to overcome obstacles and drive initiatives to completion.
- Attention to Detail: High level of attention to detail to ensure accuracy and quality in all aspects of work.
- Decision-Making: Ability to make informed, timely decisions that balance short-term needs with long-term objectives.
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