Every organization needs to be utilizing this role to be successful
You have heard the term, but what does it really mean? Super User.
Do you wish your organization had them? I can tell you they are worth every penny you spend on them and they will pay for themselves ten times over. Allow me a few minutes of your time to tell you who they are, what they do, how you find them and most importantly why they will be one of your business’ best investments.
WHO are They?
Super users are talented individuals within your organization that have positioned themselves as experts about a specific area of a system. These individuals should have the following characteristics to play this part effectively:
- High EQ
- Care about everyone’s success not just their own
- Problem solver
- Good communicator
- Enjoy learning
WHAT do They do?
You could find Super Users occupying one of these four roles at any time during their day.
- The Go-To: They are your first line of support for your organization. They will have knowledge of the topic or system. They will have knowledge of the business processes that will go with it and most importantly they will have the patience to handle the many flavors of people that the organization throws their way!
- The Translator: They will serve as the people that talk with the business to understand what is needed and then translate those needs to the IT organization that may not be as well versed with the business into technical terms that can be understood. And vice versa…Invaluable!
- The Documenter: They will do that dreaded documentation that is needed for everyone to operate efficiently. Business process documents, cheat sheets, technical specifications and training documentation….they do it ALL!
- The Trainer: They will be the ones who train that new employee, facilitate that refresher that the team needs or execute training for the organization as a whole. These folks will master the one-on-one need or the classroom. Gotta love those that give this kind of value to the organization! Knowledge is power!
HOW do you Find them?
There are three suggested ways to find these folks in your organization if you don’t already know them. I have used these methods over and over again and one if not all always works.
- Word of Mouth: Listen to the people in your organization talking. Whose names are they dropping? Pay attention…if they already have people’s attention, it is not going to be hard for you to sell them as a valuable resource as they have already been tagged as the expert.
- Observe the implementation/training process of the project(s): During activities like implementation and training, a super user will rise to the top quickly, they will know their part of the system well. They will go above and beyond from their job to help others with training, documentation or support.
- Observe everyday business: Be aware of what is happening daily within your organization. Super users could be the people asking questions, complaining or challenging the status quo. They could be the individuals in meetings who are providing solutions or giving ideas to the organization. They are working hard every day for the collective’s success!
WHY should you have them?
If I have not already convinced you the ground these folks can cover for you and the confidence they will instill in your organization, let’s summarize:
- Engaged Use of the System: Super users represent your system and are easy access portals within the organization for all users. By having this representation and knowing they have support, your users will more willing to accept the systematic changes. Building confidence of your system is processes is pivotal for your organization’s success.
- Time and cost reduction: Think about the ground they cover. What would it cost you if you had to hire individuals from outside your organization to do this work? They just do it because they can and it is easy for them. Priceless…
- ROI of your investment: They are driving the changes throughout your organization for you. They are ensuring the system is being used as it was intended and will find opportunities where it can be of greater value as your business evolves.
Being a super user is a hard and demanding role, but with the right individuals in these roles it’s a win-win situation. They will find significant self-worth and your organization will reap the benefits!
Get started find them today…
SL Smith
ABOUT
SL Smith & Associates became a firm in late 2014. It was a result of the owner, Stephanie Smith breaking out from working for SAP consulting firms and doing it on her own, convinced that the cookie cutter consulting the same way for every one was so frustrating and not getting the job done.
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