Change Management Lead - Salesforce 311 Modernization

We are looking for an experienced Change Management Lead to support a major modernization initiative for a Salesforce-based 311 platform in Baltimore, Maryland. This Long-term Contract opportunity is suited for a detail-oriented individual who can unite business stakeholders, technical teams, and end users around a shared transformation strategy while promoting strong adoption and measurable outcomes. The role will guide communications, training, and process alignment to help deliver a more effective service experience for residents and a more efficient operating environment for city teams.

Responsibilities:
• Lead organizational change activities for the Salesforce 311 modernization program, aligning people, processes, and project goals across multiple departments.
• Build and execute stakeholder engagement plans that encourage collaboration, address concerns early, and strengthen readiness for new ways of working.
• Oversee communication strategies and project messaging to keep leadership, business users, and partner teams informed throughout the initiative.
• Design and coordinate training materials, user support resources, and enablement sessions to improve user confidence and adoption.
• Partner with project managers, business analysts, and technical leads to translate business requirement documents into practical change and readiness plans.
• Monitor adoption progress, gather feedback from users and stakeholders, and recommend process improvements that increase long-term effectiveness.
• Identify change-related risks, develop mitigation strategies, and help reduce operational disruption during implementation activities.
• Support governance and reporting efforts by tracking milestones, readiness indicators, and change management deliverables for program leadership.• Proven experience leading change management efforts for large-scale enterprise technology or platform modernization programs.
• Strong background in stakeholder management, communications planning, training development, and user adoption strategies.
• Ability to work with cross-functional teams and translate complex business or technical needs into actionable plans.
• Experience with business requirement documentation and process improvement in structured project environments.
• Familiarity with enterprise applications or integrated business platforms such as Salesforce, Epicor, Oracle NetSuite Technologies, or similar systems.
• Knowledge of change management principles, project coordination practices, and organizational readiness assessment methods.
• Excellent written and verbal communication skills with the ability to engage both executive leaders and operational teams.