Change Management Lead - Salesforce 311 Modernization

Description
We are looking for an experienced Change Management Lead to support a major modernization initiative for a Salesforce-based 311 platform in Baltimore, Maryland. This Long-term Contract opportunity is suited for a detail-oriented individual who can unite business stakeholders, technical teams, and end users around a shared transformation strategy while promoting strong adoption and measurable outcomes. The role will guide communications, training, and process alignment to help deliver a more effective service experience for residents and a more efficient operating environment for city teams.

Responsibilities

Lead organizational change activities for the Salesforce 311 modernization program, aligning people, processes, and project goals across multiple departments. Build and execute stakeholder engagement plans that encourage collaboration, address concerns early, and strengthen readiness for new ways of working. Oversee communication strategies and project messaging to keep leadership, business users, and partner teams informed throughout the initiative.

Design and coordinate training materials, user support resources, and enablement sessions to improve user confidence and adoption. Partner with project managers, business analysts, and technical leads to translate business requirement documents into practical change and readiness plans. Monitor adoption progress, gather feedback from users and stakeholders, and recommend process improvements that increase long-term effectiveness. Identify change-related risks, develop mitigation strategies, and help reduce operational disruption during implementation activities.

Support governance and reporting efforts by tracking milestones, readiness indicators, and change management deliverables for program leadership. Requirements
Proven experience leading change management efforts for large-scale enterprise technology or platform modernization programs. Strong background in stakeholder management, communications planning, training development, and user adoption strategies. Ability to work with cross-functional teams and translate complex business or technical needs into actionable plans.

Experience with business requirement documentation and process improvement in structured project environments. Familiarity with enterprise applications or integrated business platforms such as Salesforce, Epicor, Oracle NetSuite Technologies, or similar systems. Knowledge of change management principles, project coordination practices, and organizational readiness assessment methods. Excellent written and verbal communication skills with the ability to engage both executive leaders and operational teams. Technology Doesn't Change the World, People Do.

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