What are the responsibilities and job description for the Organizational Change Management Consultant position at Trigyn?
Job Description:
Trigyn's direct government client has a long-term contract opportunity for a Change Management Consultant in Baltimore, MD. (HYBRID Position)
Description:
The Change Management Consultant for Salesforce 311 Modernization plays a HANDS-ON pivotal role in guiding the enterprise-wide upgrade and optimization of the client’s Salesforce-based 311 platform. This position is responsible for driving cross-functional collaboration, stakeholder engagement, and user adoption to ensure that the modernized 311 system delivers improved resident experience, operational efficiency, and long-term sustainability.
Key Responsibilities:
- Develop and execute comprehensive change management strategies for the citywide deployment and upgrade of Salesforce 311, ensuring alignment with organizational goals and objectives.
- Lead change management initiatives to address resistance, enhance user adoption, and ensure smooth transitions across all departments and agencies impacted by 311 modernization.
- Champion organizational change through structured methodologies (e.g., ADKAR, Bridges’ Transition Model) to facilitate system adoption and minimize resistance.
- Serve as the primary liaison between 311 operations, IT, CityWorks, BGE, CHIP, and other partner agencies to ensure seamless integration and optimization of Salesforce functionalities.
- Facilitate strategic workshops and stakeholder discussions to gather requirements, develop innovative solutions, and refine business processes related to 311 service delivery.
- Design and manage user-centric training programs, system documentation, and performance support tools for staff and supervisors using the Salesforce 311 platform.
- Monitor user experience and adoption metrics; identify and implement continuous training improvements based on feedback from field teams and customer-facing personnel.
- Continuously assess system performance, user adoption rates, and operational efficiency, identifying opportunities for process enhancements and improvements in 311 workflows.
- Proactively troubleshoot and resolve complex issues related to system functionality, data integrations, and reporting capabilities within Salesforce 311.
- Develop and maintain system documentation, standard operating procedures, and best practices guidelines for 311 modernization.
- Proactively identify and assess risks related to system adoption, including user resistance, technical challenges, and operational disruptions during the Salesforce 311 upgrade.
- Develop and implement comprehensive risk mitigation strategies and contingency plans, especially for resident-facing changes and communications.
- Maintain high standards for data integrity and compliance throughout 311 operations and processes.
- Track and analyze implementation metrics (e.g., user adoption rates, system utilization, training completion) to identify trends and inform strategic improvements.
- Prepare regular reports on modernization progress, challenges, and successes for senior leadership and project sponsors.
- Bachelor’s degree in psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field.
- Minimum of 5-7 years of progressive experience in OCM.
- Demonstrated experience in cross-departmental stakeholder management and enterprise-level change initiatives.
- Demonstrated expertise in organizational change management methodologies (e.g., ADKAR, Bridges’ Transition Model, McKinsey 7-S, Nudge Theory).
- Strong understanding of project management tools and methodologies (e.g., Agile, PMP, Jira).
- Excellent communication (written and verbal), and stakeholder management skills.
- Ability to manage multiple priorities and complex projects in a fast-paced environment.
- Strong analytical skills and attention to detail.
- Experience with large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred.
BALTIMORE CITY RESIDENTS STRONGLY ENCOURAGED TO APPLY.
For Immediate Response send your resume to RecruiterPS@Trigyn.com or call 703-454-2948.
Trigyn-8181
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.