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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Change Management Lead - **Company:** Robert Half - **Location:** Baltimore, MD, United States - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** Agile Methodology, JIRA, Software Documentation, Program Optimization, Learning Management Systems, Data Integration, Data Integrity, Salesforce.Com, Systems Integration - **Published:** September 19, 2026 - **Apply:** https://dejobs.org/x/x/20DF58628C364FB8B48EE1D7BD8AB2AE/job/ ## About the Role * Bachelor's degree in Psychology, Business Administration, Management, Organizational Leadership, Public Administration, or a related field. * Minimum of 5-7 years of progressive experience managing large-scale CRM or ERP implementations, with specific experience in Salesforce or 311 modernization preferred. * 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 leadership, 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., * Master's degree in Organizational Psychology, Organizational Development, Business Administration, or a related field. * Professional certifications in Salesforce and/or Change Management (e.g., Prosci's Certified Change Management Professional (CCMP)). * Experience in government or public sector environment, preferably at the local government level. * Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online training platforms (e.g., Articulate). * Experience with Learning Management Systems and training program development. * Familiarity with local government operations and systems integration challenges. Technology Doesn't Change the World, People Do.® ## Description Strategic Implementation Leadership * Develop and execute comprehensive change management strategies for the city-wide 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 City 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. ## Related Videos - [Software Rollouts Are a People Problem: Meet the Nine Change Management Monsters](https://www.wearedevelopers.com/videos/2109-software-rollouts-are-a-people-problem-meet-the-nine-change-management-monsters) - [Exploring 5 Key Applications of AI Abundance with Blockchain Assurance](https://www.wearedevelopers.com/videos/971-exploring-5-key-applications-of-ai-abundance-with-blockchain-assurance) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm) - [Startup Presentation: StorX - Future of Cloud Storage](https://www.wearedevelopers.com/videos/1176-startup-presentation-storx-future-of-cloud-storage) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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