IT Analyst - Technical Communications & Engagement Lead

Duke Careers; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

The IT Analyst – Technical Communications & Engagement at Duke Health Technology Solutions seeks to translate complex technology information into clear, actionable communications for clinicians, administrators, and IT staff.

The role supports enterprise technology initiatives with planning, documentation, and adoption strategies, coordinating across leadership, project teams, and stakeholders to improve readiness, adoption, and operational effectiveness.

Qualifications

• 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.
• 5+ 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.

Responsibilities

• 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.

Skills

Technical Communications

Knowledge Management

Change Management

Stakeholder Engagement

Project Coordination

Education

Bachelor's degree in IT, IS, Communications or related field

5+ years related experience

Job description

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IT Analyst - Technical Communications & Engagement Lead

Work Arrangement:

Requisition Number: 273990

Regular or Temporary: Regular

Location: Durham, NC, US, 27710

Date: Aug 27, 2026

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

bAbout 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
bAnalyzes stakeholder needs, communication effectiveness, adoption metrics, and operational impacts to recommend communication strategies that support successful implementation of technology initiatives.
bTranslates complex technical information into business and customer-facing communications that support IT service delivery and adoption.
bSupports technology implementations, upgrades, service changes, and organizational change initiatives through project coordination, stakeholder readiness, and communication planning.
bDevelops and maintains technical documentation, knowledge bases, user guides, FAQs, operational procedures, and content standards.
bCoordinates stakeholder communications related to technology projects, services, operational activities, and enterprise initiatives.
bServes as a liaison between technical teams, leadership, and end users to improve understanding, readiness, engagement, and adoption.
bUses feedback, engagement data, adoption indicators, and operational input to identify risks, solve problems, and recommend continuous improvements.
bAlignment to IT Analyst Competencies
bIT Analyst Competency How This Role Aligns
bApply specialized knowledge within a defined IT discipline Technical communications, knowledge management, technology adoption, change enablement, stakeholder engagement, and business process improvement.
bServe as an individual contributor supporting enterprise initiatives Coordinates communication and engagement activities across technology projects, operational workstreams, leadership priorities, and customer-facing initiatives.
bAnalyze problems and recommend solutions Assesses stakeholder needs, communication gaps, adoption barriers, operational impacts, and feedback to recommend practical solutions.
bSupport project delivery and implementation Develops communication project plans, tracks deliverables, coordinates dependencies, participates in implementation workgroups, and supports readiness activities.
bTranslate 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.
bMaintain 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 bServe as an IT communications and engagement resource supporting enterprise technology programs, projects, services, and operational initiatives.
bAnalyze technical, operational, and project-related information and translate it into clear, concise communications suitable for technical and non-technical audiences.
bAssess stakeholder needs, audience requirements, operational impacts, and timing considerations to recommend appropriate communication strategies and content.
bDevelop communication plans and deliverables supporting technology implementations, upgrades, system changes, service enhancements, outage communications, and organizational initiatives.
bCoordinate communication activities across DHTS leadership, project teams, operational stakeholders, clinical partners, and business stakeholders.
bSupport executive communications related to technology strategy, organizational priorities, technology investments, digital transformation, and operational performance.
Project Coordination & Implementation Support bCoordinate communication and engagement workstreams for technology projects, system implementations, upgrades, service changes, and operational initiatives.
bDevelop and maintain communication project plans, timelines, stakeholder lists, deliverable trackers, editorial calendars, approval workflows, and implementation support materials.
bTrack communication deliverables, deadlines, dependencies, approvals, and stakeholder inputs to ensure timely completion of project-related communication activities.
bFacilitate coordination among technical teams, project managers, operational leaders, and business stakeholders to ensure communication activities align with project milestones and implementation timelines.
bSupport readiness planning by identifying stakeholder groups, communication needs, training or documentation requirements, workflow dependencies, and potential adoption barriers.
bParticipate in project meetings, planning discussions, and implementation workgroups to gather information, clarify impacts, identify risks, and coordinate communication deliverables.
bMonitor progress of assigned communication and engagement activities and escape risks, delays, unanswered questions, or unresolved issues as appropriate.
bContribute to post-implementation review activities by gathering feedback, identifying lessons learned, and recommending improvements for future technology communication and adoption efforts.
Knowledge Management & Documentation bAuthor, edit, and maintain technical documentation, knowledge articles, user guides, FAQs, presentations, executive briefings, operational procedures, and communication materials.
bCreate and maintain technology-related content repositories, SharePoint sites, knowledge bases, collaboration platforms, and other digital information resources.
bDocument operational processes, communication workflows, standards, templates, editorial calendars, governance practices, and procedures supporting DHTS operations.
bSupport organizational knowledge management efforts to improve information accessibility, consistency, standardization, continuity, and reuse across technology teams.
bPartner 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 bSupport change management activities associated with technology implementations, service changes, process changes, and organizational transformation initiatives.
bDevelop user-facing educational resources, job aids, onboarding content, readiness materials, adoption resources, and support documentation for system implementations and updates.
bPartner with project teams to ensure stakeholders receive timely, accurate, and actionable information regarding technology changes, expected impacts, required actions, and available support.
bCollaborate with operational and clinical stakeholders to identify communication needs, readiness concerns, adoption challenges, and support requirements.
bIdentify risks related to stakeholder readiness, communication gaps, user confusion, or adoption challenges and recommend strategies to mitigate those risks.
Business Process Improvement & Communication Effectiveness bAnalyze stakeholder needs, communication gaps, adoption barriers, operational impacts, and customer feedback to recommend communication and engagement strategies that support successful technology initiatives.
bAssess the effectiveness of technology communications, knowledge resources, adoption materials, stakeholder engagement activities, and communication channels; recommend improvements to increase clarity, usability, and impact.
bUse 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.
bPartner 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.
bSupport continuous improvement of communication workflows, knowledge management practices, templates, governance processes, and stakeholder engagement methods.
bSynthesize information from technical teams, project plans, operational stakeholders, and customer feedback to support informed decision-making and effective communication planning.
Digital Content & Platform Management bMaintain and enhance technology-related digital communication channels, intranet sites, newsletters, employee engagement platforms, SharePoint sites, and knowledge resources.
bCoordinate content publishing schedules and manage communication calendars supporting DHTS initiatives, operational priorities, and technology project timelines.
bEnsure consistency, accuracy, accessibility, and alignment of content across communication platforms and stakeholder channels.
bMonitor communication channels and content performance where data is available; recommend process, content, or channel improvements to better support stakeholder needs.
Operational Support bSupport planning and communication activities for technology-related forums, leadership meetings, employee engagement events, operational updates, and organizational initiatives.
bCollaborate with cross-functional teams to ensure communications accurately reflect technical requirements, project goals, business impacts, risks, timelines, and support resources.
bProvide communication, coordination, and documentation consultation to technology leaders, project managers, analysts, and operational teams.
bPerform 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 bExperience working within an information technology, healthcare technology, digital transformation, or healthcare operations environment.
bDemonstrated ability to translate technical concepts, system information, operational impacts, and project details into clear, business-friendly communications.
bExperience supporting technology implementations, system upgrades, operational change initiatives, enterprise projects, or technology adoption programs.
bExperience analyzing stakeholder needs, operational impacts, adoption challenges, communication effectiveness, or customer feedback to support technology initiatives.
bExperience coordinating project workstreams, tracking deliverables, managing timelines, supporting approvals, and coordinating implementation activities.
bExperience supporting business process improvement, workflow documentation, change readiness, operational communication planning, or knowledge management practices.
bExperience using metrics, feedback, engagement data, adoption indicators, or operational input to evaluate communication effectiveness and recommend improvements.
bStrong technical writing, editing, documentation, and information synthesis skills.
bExperience developing communication plans, knowledge resources, training materials, executive briefings, stakeholder engagement strategies, and adoption resources.
bExperience managing content within SharePoint, Microsoft 365, Teams, intranet platforms, knowledge bases, or other collaboration technologies.
bFamiliarity with healthcare technology systems, enterprise applications, cybersecurity concepts, data analytics, digital health, clinical technology environments, or technology operations.
bExperience working with project managers, business analysts, application teams, technical teams, operational leaders, or clinical stakeholders in support of enterprise technology projects.
bKnowledge of change management principles, implementation readiness, user adoption strategies, and stakeholder engagement practices.
bExperience with Microsoft Copilot, Power Platform, Adobe Creative Suite, Canva, or similar digital content and productivity tools.
Knowledge, Skills, and Abilities bStrong ability to understand, analyze, synthesize, and communicate complex technical information.
bExceptional written, verbal, interpersonal, and stakeholder communication skills.
bAbility to communicate effectively with technical and non-technical audiences across clinical, operational, administrative, and technology teams.
bStrong analytical and problem-solving skills with the ability to synthesize complex technical, operational, and business information.
bAbility to analyze stakeholder needs, operational impacts, adoption barriers, communication gaps, customer feedback, and communication effectiveness.
bAbility to recommend communication, documentation, engagement, and adoption strategies that support successful implementation of technology initiatives.
bKnowledge of technology project lifecycles, operational workflows, implementation readiness, stakeholder communication practices, and IT service delivery concepts.
bKnowledge of project coordination practices, including tracking deliverables, managing timelines, coordinating stakeholders, monitoring dependencies, and escalating risks.
bAbility to support business process improvement through documentation, workflow analysis, communication planning, feedback analysis, and stakeholder engagement.
bAbility to assess communication channels, content effectiveness, user engagement, information flow, knowledge resource usability, and adoption support needs.
bAbility to identify risks related to stakeholder readiness, communication gaps, user confusion, technology adoption, and operational continuity, and recommend mitigation strategies.
bStrong organizational skills with the ability to manage multiple priorities, deadlines, dependencies, and stakeholders in a fast-paced environment.
bAbility to work independently with limited supervision and collaboratively across technical, operational, clinical, and administrative teams.
bProficiency with Microsoft 365 applications, SharePoint, Teams, and related collaboration technologies.
bCommitment to customer service, continuous improvement, operational excellence, accuracy, accessibility, and alignment with organizational goals.

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Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

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Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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Nearest Secondary Market: Raleigh

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