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Change Management Consultant
About the Opportunity
Kforce is seeking an experienced Change Management Consultant to support a large-scale, greenfield customer technology and customer information system transformation for a regulated energy and utilities organization. The program is modernizing customer service and clean-energy program capabilities, replacing legacy Salesforce environments, preserving required business logic, and reducing technical debt through a clean future-state architecture. The core technology landscape includes Salesforce Energy & Utilities Cloud, Service Cloud, Sales Cloud, Data Cloud, OmniStudio including OmniScript, the Salesforce Clean Energy Module, SAP BTP integrations, customer-facing APIs, data migration, security and privacy, quality engineering, and enterprise release management.
Role Overview
The Change Management Consultant serves as the feature and functionality documentation lead for the transformation. The role ensures new and changed capabilities are accurately documented, validated with delivery teams, maintained through release, and shared with the Business Integrator and other stakeholders so business impacts, readiness activities, and downstream communications are based on a current and traceable source of truth.
Key Responsibilities
· Maintain a complete and current inventory of program features and functionality across Salesforce, integrations, data, APIs, and related customer-service capabilities.
· Coordinate with Product Owners, Business Analysts, architects, developers, QA, data, integration, and release teams to capture what each feature does, why it is changing, and when it is expected to be delivered.
· Document feature purpose, business process impacts, user groups, dependencies, decisions, assumptions, exceptions, release timing, and known limitations in clear business language.
· Validate feature and functionality documentation against solution designs, user stories, demonstrations, test results, and release decisions so documentation reflects what is actually being delivered.
· Prepare and share feature summaries, capability documentation, process-change information, release updates, decision logs, and supporting materials with the Business Integrator and other stakeholders.
· Facilitate feature walkthroughs and handoff sessions, capture stakeholder questions and feedback, and coordinate closure of documentation gaps or conflicting information.
· Maintain traceability between features, requirements, testing, release status, stakeholder communications, and readiness activities throughout the delivery lifecycle.
· Identify missing, outdated, or inconsistent documentation early and drive the appropriate delivery owners to resolve gaps before stakeholder handoff or release.
· Use client-provided or client-approved AI acceleration tools when appropriate for analysis, documentation, traceability, summarization, and quality review. Independently validate all AI-generated outputs for accuracy, security, maintainability, privacy, and compliance.
Required Qualifications
· 8+ years of experience supporting large enterprise technology transformations in change management, business analysis, functional documentation, requirements, PMO, or a closely related delivery role.
· Demonstrated experience creating and maintaining feature, functionality, capability, process, or release documentation across complex multi-workstream programs.
· Ability to synthesize inputs from business and technical teams and translate them into accurate, structured, business-readable documentation.
· Experience coordinating with Product Owners, Business Analysts, architects, developers, QA, release teams, business integrators, and other stakeholder groups to validate and distribute information.
· Strong documentation governance, traceability, version control, issue follow-up, and attention to detail, with the ability to identify gaps and drive them to closure.
· Exceptional written and verbal communication, facilitation, stakeholder-management, and presentation skills across business and technical audiences.
Preferred Qualifications
· Salesforce transformation, customer-service modernization, or large CRM implementation experience.
· Utility customer-service, customer information system, regulated-industry, or clean-energy program transformation experience.
· Experience supporting business integration, organizational readiness, release communications, knowledge transfer, or change-impact activities; Prosci, CCMP, CBAP, or comparable credentials are a plus.
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