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:
Strategic Implementation Leadership
? 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.
Cross-Functional Coordination & Stakeholder Management
? 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.
Training Program Development & User Support
? 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.
System Optimization & Performance Management
? 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.
Risk Management & Compliance
? 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.
Reporting & Analytics
? 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.
Required Qualifications
? 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 or call .
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: trinj
- Position Id: A0826-0012
- Posted 30+ days ago
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