Organizational Change Management Consultant

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., 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.

? 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.

Trigyn’s direct government client has a long-term contract opportunity for a Change Management Consultant in Baltimore, MD. (HYBRID Position), TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.