Organizational Change Management Specialist
About The Position
The Defense Enclave Services contract aims to unify the IT systems, personnel, functions, and program elements of the DoD Fourth Estate Defense Agencies and Field Activities (DAFAs) under the DISA’s Fourth Estate Network Optimization program. This initiative will consolidate DAFAs onto a common, modernized network architecture, DODNet, to deliver mission services with an emphasis on improved user experience, enhanced security, and network reliability. The Customer Engagement Specialist will be an integral part of the Customer Experience team, contributing to an improved customer and user experience for a broad range of stakeholders and users. This role will leverage best practices in user and customer experience, organizational change management, and customer relationship management to enhance the migration experience for all users.
Requirements
- BA degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience.
- DoD SECRET or above clearance required.
- Understanding of organizational change management methodologies
Nice To Haves
- Experience working in an IT environment
- Experience in executive communications and organizational support, including experience liaising with high-level customers and stakeholders
- Advanced writer and editor
- PROSCI or ACMP certification
- Ability to translate complex technical subject matter into user-friendly communications
- Intermediate to advanced proficiency with Microsoft Word, Excel, and PowerPoint
- Strong technical aptitude
- Proven ability to handle multiple projects simultaneously with multiple audiences and against a deadline
- Outstanding interpersonal skills, including the proven ability to work across different audiences, personalities, and experience levels
Responsibilities
- Serve as the primary liaison between the internal program team and the customers and users during all phases of the migration to the DODNet to improve the overall customer and user experience.
- Work closely with customers and users to understand their needs and proactively address issues.
- Apply organizational change management methodologies including but not limited to change impact analyses, stakeholder assessments, change management plans, surveys and measurement, change agent networks, and communications and training plans to help prepare users for upcoming changes.
- Support migration efforts with the development and distribution of a wide range of products that may include customer emails, newsletters, briefings, program informational materials, customer migration guides, and content for senior leadership.
- Build and maintain strong relationships with stakeholders through regular communication and support.
- Establish metrics for measuring the success of customer engagement initiatives.
- Ensure documentation and editing support includes checks for accuracy and consistency in organization, style, readability, and accessibility based on the medium.
- Initiate, plan, execute, and report on tasks independently.
- Convey complex information in a clear and simple manner.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401k
- Paid holidays
- Paid volunteer time
- Professional development
- Learning and development program
- Employee discount programs
- Commuter benefits
- Flexible spending account
- Employee bonus referral program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
