Turner & Townsend
Appian Programme Assurace Officer- Mumbai
Skills
Job description
At Turner & Townsend we’re passionate about making the difference. That means delivering better outcomes for our clients, helping our people to realize their potential, and doing our part to create a prosperous society. Every day we help our major global clients deliver ambitious and highly technical projects, in over 110 offices worldwide.
#LI-HT1
Change Champion – Quick R&R / Job Description
Act as the primary business-facing support for users of the RES Appian system within PAO
Support implementation of Appian Phases 1A, 1B, 2A, and 2B for corporate office functions
Provide frontline user assistance through weekly support sessions, MS Teams channels, mailboxes, and ad-hoc queries
Deliver up to two targeted trainings per month based on user feedback and adoption needs
Communicate clearly to address misinformation and reinforce correct system usage
Translate technical updates into user-friendly guidance
Maintain logs for user feedback, communications, and improvement requests
Act as a liaison between PAO, RES, GSO, and Appian leadership
Advocate best practices and support ongoing adoption of the Appian system
Provide monthly reporting on adoption, feedback, improvements, and trainings delivered
Support global collaboration across International and Americas regions
CHANGE CHAMPIONS – ROLES & RESPONSIBILITIES (R&R)
- Overview of Services
This scope of services covers Change Champion support to the RES Facilities & Construction Program Assurance Office (PAO) for the implementation of the RES Appian system , which is used to capture and manage Real Estate Project information.
Change Champions act as the first line of support for business users and play a key role in driving awareness, adoption, and effective use of the Appian system.
- Resourcing Model
1.5 Change Champion resources per region
Regions covered: International and Americas
Resources will collaborate and provide global support as required
The scope acknowledges that Appian is an evolving system. As development progresses, effort across activities may shift or overlap based on business priorities.
- Scope of Appian Support
Change Champions support Appian Phases 1A, 1B, 2A, and 2B , covering corporate office functions .
Out of Scope:
Retail and Facilities Management (FM) integrations
Future phases beyond those listed above
(Note: These future phases may still benefit indirectly from work completed under this scope.)
- Change Champion Responsibilities
A. User Support & Training
Act as frontline support for Appian users by: Hosting weekly support sessions
Responding to queries via MS Teams channels, shared mailboxes, and ad-hoc requests
Deliver up to two ad-hoc training sessions per month , based on: User feedback
Identified “hot topics”
Set up and manage: Separate MS Teams Q&A channels and/or mailboxes for International and Americas users
Create a one-page overview describing: The Change Champion role
How this role interfaces with wider RES Appian support teams
B. Communication
Proactively address misinformation and improve user understanding of the Appian system
Maintain a communication and feedback log
Serve as the primary point of contact for Appian-related user questions
(Users may still engage peers or volunteer champions where appropriate)
C. Liaison & Stakeholder Engagement
Keep RES Appian Leadership informed on: Support sessions delivered
Common issues and user feedback
Translate technical system updates into clear, user-friendly messages
Act as a liaison between: PAO, RES, and GSO
Promote adoption by: Advocating best practices
Reinforcing official guidance and documentation issued by GSO and PAO
D. Continuous Improvement
Maintain an Improvement Log capturing: End-user feedback
Enhancement suggestions
E. Adoption & Engagement Monitoring
Provide monthly reports covering: User feedback trends
Improvement and enhancement requests
Trainings and support sessions delivered
- Governance & Reviews
Any additional ad-hoc requests must be agreed in advance and assessed against: Available resources
Duration of the work order
The Supplier will conduct a monthly review meeting with the Citi F&C Governance Lead to: Review progress
Discuss new requests
Assess impacts from ongoing Appian development
- Out of Scope – Training & Onboarding
Training and onboarding of new hires or new Appian users post go-live is out of scope
This responsibility lies with the designated Supplier SME/Trainer/Manager
Training materials (PAO process guides, GSO materials, recorded sessions) will be available on the PAO SharePoint for reuse
#LI-HT1
Our inspired people share our vision and mission. We provide a great place to work, where each person has the opportunity and voice to affect change.
We want our people to succeed both in work and life. To support this we promote a healthy, productive and flexible working environment that respects work-life balance.
Turner & Townsend is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and actively encourage applications from all sectors of the community.
Please find out more about us at www.turnerandtownsend.com/
Join our social media conversations for more information about Turner & Townsend and our exciting future projects:
It is strictly against Turner & Townsend policy for candidates to pay any fee in relation to our recruitment process. No recruitment agency working with Turner & Townsend will ask candidates to pay a fee at any time.
Any unsolicited resumes/CVs submitted through our website or to Turner & Townsend personal e-mail accounts, are considered property of Turner & Townsend and are not subject to payment of agency fees. In order to be an authorised Recruitment Agency/Search Firm for Turner & Townsend, there must be a formal written agreement in place and the agency must be invited, by the Recruitment Team, to submit candidates for review.