OCM Consultant

Role: OCM Consultant

1. Develop and implement comprehensive change management strategies and plans to support the successful adoption of ServiceNow within the organization.

2. Create user guides, how-to videos, technical documents, and other support materials in various formats (e.g., PDF, short videos) to facilitate user training and support.

3. Coordinate with technical teams to ensure the integration of ServiceNow with existing systems and processes, providing support materials and troubleshooting guides as needed.

4. Update and maintain documentation related to ServiceNow, including service request definitions (SRD), LeanIX setup, troubleshooting guides, and other technical documentation.

5. Collaborate with stakeholders to identify and prioritize documentation updates, including policies, procedures, asset inventory management, KSOX controls, and knowledge hub articles.

6. Develop and execute a branding plan for IT project communications related to ServiceNow, including building excitement for the platform and creating branded templates.

7. Develop and execute a communication plan to keep users informed about the project timeline, training requirements, and post-launch support.

8. Conduct stakeholder analysis to identify key stakeholders, their training needs, communication preferences, and potential detractors, enlisting ambassadors and subject matter experts (SMEs) for localized user support.

9. Assist in the development and implementation of project organizational change management (OCM) metrics to measure readiness, adoption rates, training effectiveness, and impact on productivity.

10. Conduct pre- and post-launch surveys to gather feedback and assess the success of the change management efforts.

Qualifications:

1. Bachelors degree in business administration, Organizational Development, Change Management, or a related field. Masters degree preferred.

2. Proven experience (5+ years) in organizational change management, particularly in large-scale IT implementations, preferably with ServiceNow or similar ITSM platforms.

3. Strong project management skills with the ability to manage multiple priorities and stakeholders effectively.

4. Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.

5. Experience in developing training materials, user guides, and support documentation in various formats.

6. Knowledge of change management methodologies, tools, and best practices.

7. Familiarity with ITIL practices and IT service management concepts.

8. Ability to analyze data and metrics to assess the effectiveness of change management initiatives and make recommendations for improvement.

9. Certification in change management (e.g., Prosci, ACMP) is desirable.

10. Experience working in a regulated environment (e.g., healthcare, finance) is a plus.