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.