Job#: 3032885 Job Description: Regional Change Management Specialist (Technical Support)
Location: Santa Clara, California (Onsite)
Employment Type: Contract
Role Overview
We are seeking a Regional Change Management Specialist to lead transition efforts within a Technical Support organization across the AMER region. As the organization undergoes system shifts and process optimizations, this specialist will be responsible for ensuring that support teams are prepared, informed, and empowered to navigate change. The ideal candidate is a communicator who can bridge the gap between technical integration leads and frontline support staff, driving stability and clarity.
Key Responsibilities
- Draft and update Change Management plans tailored for Technical Support teams, ensuring alignment with integration efforts.
- Collaborate with Integration Leads to synchronize global communication plans with regional nuances.
- Develop guides to provide transparency on upcoming system and workflow updates.
- Create readiness checklists to serve as go-live benchmarks for regional teams.
- Draft and maintain internal playbooks that provide guidance for using new systems and processes.
- Identify and document test cases for CRM Integration Testing and track their execution.
- Build, publish, and track regional enablement modules to ensure team readiness.
- Host regular regional "Office Hours" to provide a forum for feedback and clarity.
- Monitor platform adoption and stability during system shifts, intervening where necessary.
Required Qualifications
Education: Bachelor's Degree preferred.
Skills:- Ability to understand and advocate for the frontline support experience during transitions.
- Communication skills with the ability to simplify complex technical information into actionable internal guides.
- Organizational skills for tracking project milestones, checklists, and enablement progress.
- Proficiency with content creation tools and Salesforce Service Cloud.
This employer is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. This employer will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
Apex uses a virtual recruiter as part of the application process. Click for more details.
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Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
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