Overview

Change Manager — 1-year, remote work contract. Must possess a valid federal security clearance.

On behalf of our public sector client we are seeking a Change Manager to support the implementation of several key platforms to streamline services, reduce response times and personalize interactions across channels, to enhance customer and employee experiences. ServiceNow is one of the major platforms that will be leveraged as part of this transformation.

The client is seeking a Change Management Consultant with prior experience supporting ServiceNow implementations to be part of project implementation teams, to provide direct change management support to impacted teams and to provide best practices in providing ServiceNow change management support to the internal change management team. Responsibilities

• Provide hands-on change management support to ServiceNow implementations. In collaboration with the Digital Change Portfolio lead, leverage the clients change management approach to deliver :
• Initiative-specific change canvas : define change purpose, overview of what's changing and for whom, change activities and action plans
• Stakeholder Impact Assessment : further identifying key stakeholders and super users, and their impacts
• Change Plan : Sequence change activities with project timelines and milestones (as part of the ServiceNow Implementation Roadmap)
• Change Story : Build initiative-level Change Story
• Kick-off materials : to be used to Kick-off projects with impacted groups, introduce the change and establish feedback loops.
• Change risk and mitigation plan
• Communications & Engagement Plan : Communicate the change to end-users : including status workshops, QA sessions, check-ins, pre- & Go-Live announcements, risk management, impact updates to other teams, recognitions & celebrations
• Stakeholder Readiness Tracker / Survey : Pulse-check team readiness
• Training Plan : Facilitate and support end-user training and platform demo activities with project team (providing oversight, resource materials, and session participation)
• Adoption Plan : Help teams understand how to use ServiceNow effectively for their workflows; collaborate with platform admins to resolve blockers; collect adoption metrics and user feedback and report on engagement and satisfaction, where applicable.
• Lessons Learned Document and Sustainment Plan
• Satisfaction and Benefits Realization Assessment : In collaboration with the project team : participate in Hypercare; Collect data and insights on change KPIs to include in postmortem (e.g., survey results, communications metrics, participant feedback, and key learnings) Must Have
• Be an experienced Change Manager who has developed and implemented change management plans to support digital transformation projects including : Change management support for ServiceNow implementations Workshop facilitation Complex stakeholder management

Duration : 12 months

Location : Remote

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