Change Management Specialist

We are seeking a proactive Change Management Specialist to support enterprise portal and IT Service Management (ITSM) products and ongoing technology enhancements. In this role, you will help employees and IT users understand upcoming changes, why they matter, and the actions needed to ensure successful adoption.

The ideal candidate has experience supporting enterprise technology initiatives through organizational change management, communications, stakeholder engagement, and user readiness. This individual will work closely with IT product teams, business stakeholders, and corporate communications to develop and execute effective change strategies that drive adoption and improve the overall user experience.

Key Responsibilities

• Partner with enterprise portal and ITSM product teams to understand upcoming releases, business impacts, organizational readiness, and required user behavior changes.
• Conduct stakeholder analyses and change impact assessments to identify affected audiences, communication needs, risks, and support requirements.
• Develop and execute communication, engagement, readiness, and adoption plans utilizing ADKAR change management principles.
• Create communication and training materials, including release announcements, FAQs, job aids, leadership updates, readiness materials, and user guides.
• Coordinate change management activities across multiple concurrent technology initiatives while tracking deliverables and timelines using Jira or similar work management tools.
• Collaborate with Corporate Communications to develop consistent messaging, obtain approvals, and ensure communications align with enterprise standards.
• Build strong relationships with business leaders, stakeholders, subject matter experts, and change champions to encourage user adoption and reinforce desired behaviors.
• Monitor adoption metrics, user feedback, and engagement data to evaluate communication effectiveness and recommend continuous improvements.
• Prepare project status reports, insights, and recommendations for product teams and leadership.
• Utilize approved AI tools to enhance productivity, improve communication quality, summarize feedback, and support analysis while ensuring compliance with organizational standards.
• Maintain communication plans, stakeholder analyses, change documentation, training materials, and project records throughout the project lifecycle. 

Required Qualifications

• Bachelor's degree in Communications, Business, Organizational Development, Information Technology, or a related field (or equivalent experience).
• 2–4 years of experience in change management, communications, project coordination, or a related role supporting enterprise technology initiatives.
• Experience planning and executing enterprise-level communication and change management activities.
• Working knowledge of organizational change management methodologies, including ADKAR.
• Excellent written and verbal communication skills with the ability to translate technical information into clear, actionable messaging.
• Strong stakeholder engagement, collaboration, and relationship-building skills.
• Excellent organizational and time management skills with the ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft 365 applications, including Word, Excel, PowerPoint, Teams, and SharePoint.
• Experience using Jira or similar work management platforms.
• Experience leveraging generative AI tools to improve productivity and communication quality.

Preferred Qualifications

• Experience supporting enterprise technology rollouts, digital transformation initiatives, or IT service management (ITSM) projects.
• Familiarity with ServiceNow, ITSM practices, or enterprise portal environments.
• Experience developing job aids, FAQs, training materials, or readiness content.
• Experience using adoption metrics and user feedback to improve communication effectiveness and user adoption.