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# Organizational Change Management Consultant

- **Company:** Trigyn Technologies
- **Location:** Baltimore, MD, United States
- **Experience:** Expert
- **Contract:** Contract
- **Skills:** Agile Methodology, JIRA, Software Documentation, Software Code Optimization, Data Integration, Data Integrity, Salesforce.Com
- **Published:** November 1, 2026
- **Apply:** https://www.dice.com/job-detail/df7a7695-5e6e-4247-b359-e6609397abf3

## 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 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.

## 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., 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.