Position: Organizational Change Management
Location: Sacramento, CA (Hybrid)
Contract: 6+ Months
Client: California Housing Finance Agency | CalHFA
Description:
Key Responsibilities
• Training curriculum: design and deliver role-specific training for IT staff, service desk, administrators, and end users, plus complete system documentation, admin guides, and configuration playbooks.
• CalHFA-specific playbook: co-author the CalHFA-specific workflow playbook with the Business Analyst, tailored to CalHFA's processes and terminology.
• Adoption & change management: plan communications and adoption activities across IT, HR, Finance, and Administrative/Marketing user groups to drive usage of the new platform.
• Go-live support: support go-live hyper-care and post-launch stabilization from a training/adoption perspective, addressing user-readiness gaps as they surface.
• Knowledge base: own delivery of the complete training curriculum and knowledge-base content required at go-live.
Required Qualifications — Mandatory
6+ years training design and organizational change management; 3+ years supporting ITSM/ServiceNow rollouts
• Minimum 3 years designing and delivering end-user training and adoption/change-management programs for a ServiceNow (or comparable ITSM) rollout, including at least one California state or local government client.
• Prior experience developing training curricula and change-management communications for a U.S. public-sector agency audience spanning IT staff, service desk agents, administrators, and general end users.
• Demonstrated instructional-design experience (curriculum development, admin guides, knowledge-base content).
Preferred Qualifications
• Prosci or equivalent change-management certification.
• Experience supporting multilingual training content and accessible (WCAG 2.1 AA) training materials.
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