Organizational Change Management - SR
The Judge Group Inc.

Boston, Massachusetts


Location: REMOTE
Description: Our client is currently seeking an Organizational Change Management - SR

Please review the job description below. If interested in applying, please email your resume to Tyoung@judge.com or call (970) 371-6097 for more information.

This job will have the following responsibilities: Assisting with large-scale Change Management efforts to deploy Salesforce Service Cloud (i.e., Service Desktop) to 3,000+ users in geographically dispersed contact centers. Key responsibilities for Training/Onboarding efforts include ongoing management of Training Plans, partnering with Employee Learning to create and update training materials, assessing the efficacy of training materials, and maintaining KPI dashboards around training experience. Tasked with managing a comprehensive Communication Plan and all associated Change Management responsibilities surrounding user onboarding and launch of complex product features. Will assist with conducting and documenting the Impact Analysis for new product features and implementing needed updates in the Change Management strategy. Will be deeply engaged with product and business partners attached to Service Desktop project, assisting with coordinating testing of new product features, performing analysis of user feedback, fine-tuning product adoption strategies, and coordinating successful launches of new product features. Will assist with the support of new users, triaging complex issues, and vectoring users to support groups. Involved with documenting process flows for new features and ensuring alignment with Change Management materials (e.g., Training; Communications; Knowledge). Will administer and manage user surveys around Onboarding experience and high-level product feedback; then implementing user feedback into appropriate change management plans and updating Onboarding/Adoption Dashboards for project leadership.

  • Necessary Experience Minimum of 5 years of experience but would prefer more experience (7-10 years).
  • Demonstrated ability to manage or co-manage complex, organizational-wide changes
  • Experience with change management efforts for Contact Center service applications highly desired
  • Strong communications (written and verbal) and effective organizational skills is a must-have Capable of successfully creating and delivering presentations to business partners and leadership Effective at delivering training content and product demonstrations to end-users
  • Strong skill set around managing and executing plans for Communications and User Adoption
  • Demonstrated ability to successfully manage roll-out plan in coordination with business partners
  • Comfortable adjusting professional approach and Change Management methods to align with needs of business and project leadership


Contact: tyoung@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com


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