Organizational Change Management (OCM) Lead

DMI•Washington, DC

8d•$97,193 - $121,492•Hybrid

About The Position

DMI, LLC is seeking an Organizational Change Management Lead to own adoption on a ServiceNow service management maturity program for the U.S. Senate Sergeant at Arms (SAA). This role carries a substantial share of the program's deliverable set, running from initial change strategy through post-implementation adoption reporting and spanning the full period of performance. Communications materials require customer approval before any customer-facing distribution, so this is a role for someone who can produce polished, accurate material on a review cycle rather than publish independently. This is a technology change professional, not a trainer and not a general communications specialist. This position is designated Key Personnel under the contract. Substitution requires customer notification and approval. Deliverables are subject to formal Government review and written Contracting Officer's Representative (COR) acceptance. Requires on-site presence for engagement with customer stakeholders across multiple organizations.

Requirements

Bachelor of Science degree.
Two to four years of relevant experience.
ITIL certification
Demonstrated proficiency building, maintaining, executing, and troubleshooting automated tests using the ServiceNow Automated Test Framework (ATF).
Demonstrated business process and system analysis experience, including translating business needs into technical requirements.
Experience authoring requirements, user stories, and acceptance criteria.
Experience developing test plans, test cases, and test scripts traceable to approved requirements.
Experience supporting user acceptance testing with a non-technical business user population.
Exceptional interpersonal skills and a proven ability to build and maintain effective working relationships with all project stakeholders.
Strong written and verbal communication skills.
Ability to successfully complete the background investigation required for U.S. Senate facility and system access, and to meet ongoing personnel security reporting requirements.
Formal training in a structured change management methodology.
Prior organizational change management on a ServiceNow or comparable enterprise platform rollout.
Legislative Branch or Federal experience, particularly where communications require customer approval before release.
Experience writing executive communications for a highly visible customer environment.
Experience measuring adoption where baseline data is limited.
Must be a U.S. Citizen

Responsibilities

Develop and execute the OCM Strategy and Plan, covering change approach, activities, schedule, responsibilities, and alignment to the product roadmap and release cadence.
Maintain the strategy and plan iteratively as the roadmap and release sequence change.
Conduct stakeholder analysis covering groups, impacts, influence, readiness, engagement approach, cadence, and feedback mechanisms.
Develop and maintain the Stakeholder Engagement Plan.
Develop and execute stakeholder engagement plans for diverse audiences, including executives, managers, technical personnel, business stakeholders, and end users.
Conduct change impact assessments covering impacts to processes, roles, responsibilities, technology, procedures, behaviors, and stakeholder groups, with associated risks and mitigations.
Conduct change readiness assessments prior to significant releases, covering organizational readiness, barriers, risks, dependencies, and mitigation activities.
Develop the Communications Plan and supporting materials, including audiences, messages, channels, timing, communications calendar, draft notices, frequently asked questions, presentations, and talking points.
Route all customer-facing communications materials through customer approval before distribution.
Maintain communications throughout implementation, adjusting to release timing and stakeholder feedback.
Develop the Training Needs Assessment and User Enablement Plan, covering audience-specific training needs, knowledge and skill gaps, training methods, timing, materials, and user support approach.
Develop training strategies, training materials, user guidance, and adoption resources in coordination with technical and business subject matter experts.
Define adoption and success measures covering readiness, adoption, utilization, customer experience, training effectiveness, process performance, and business outcomes.
Develop and monitor change readiness and adoption metrics, solicit stakeholder feedback, and identify barriers to adoption.
Produce Post-Implementation Adoption and Feedback Reports covering adoption results, stakeholder feedback, identified barriers, performance against measures, lessons learned, corrective actions, and reinforcement recommendationDevelop and execute the OCM Strategy and Plan, covering change approach, activities, schedule, responsibilities, and alignment to the product roadmap and release cadence.