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.
| Location | Baltimore, MD |
| Job Type | Contractor |
| Salary | $90–$115 Per Hour |
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 RecruiterPS@Trigyn.com or call 703-454-2948.
TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER
About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.
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