Senior Change Management Consultant- (NPW)

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Description: Organizational Change Management (OCM) Analyst – Offshore

Position Summary

We are seeking an experienced Organizational Change Management (OCM) Analyst to support a ServiceNow to Salesforce ITSM transformation program. The individual will work closely with the Onshore OCM Lead and project stakeholders to develop communications, training materials, adoption reporting, and change readiness activities to ensure a successful transition to the new platform.

The ideal candidate will have strong experience in change management, communications, training development, stakeholder engagement support, and reporting within large-scale technology transformation initiatives.

Key Responsibilities

1. Change Management Execution Support

Support the execution of the overall OCM strategy and change adoption plan.

Assist in documenting change impacts, stakeholder assessments, and readiness activities.

Maintain change management deliverables, trackers, and project repositories.

Coordinate activities between business teams, project teams, and the OCM Lead.

2. “Day in the Life” Scenario Development

Develop role-based current-state and future-state process documentation.

Create visually engaging "Day in the Life" scenarios highlighting key workflow changes.

Support validation sessions and incorporate stakeholder feedback.

Update materials based on evolving business processes and system functionality.

3. Communications Development & Coordination

Draft communication materials including: Email announcements Project newsletters Frequently Asked Questions (FAQs) Town hall presentations Office hours communications Go-live readiness communications

Maintain communication calendars and distribution schedules.

Track communication effectiveness and stakeholder engagement metrics.

4. Training Development & Enablement

Create and maintain training materials including: Quick reference guides One-page job aids Step-by-step user guides Presentation decks Screen recording scripts and storyboards Trainer guides

Support Train-the-Trainer activities.

Coordinate logistics and attendance tracking for training sessions.

Assist with end-user and fulfiller training preparation and follow-up activities.

5. Adoption Metrics & Reporting

Collect, analyze, and report user adoption data and change metrics.

Prepare reports covering: User adoption trends Training completion rates Self-service adoption and deflection rates User feedback and CSAT results Change readiness indicators

Develop dashboards and presentation-ready reports for project leadership.

6. CSOD Change Management Support

Assist in execution of CSOD change management and communication activities.

Ensure project deliverables align with enterprise change management standards.

Maintain documentation repositories and communication artifacts related to CSOD initiatives.

Deliverables

The OCM Analyst will support the creation and maintenance of:

Change Impact Assessment Documentation

Stakeholder Analysis and Readiness Tracker

“Day in the Life” Role-Based Scenarios

Communication Materials and FAQ Repository

Town Hall and Office Hours Support Materials

Training Guides and Job Aids

Screen Recording Scripts and Content

Training Attendance and Completion Reports

Adoption Metrics Dashboard

Weekly Status Reports and Change Logs

Required Qualifications

4-7 years of experience in Organizational Change Management, Learning & Development, Communications, or Transformation programs.

Experience supporting enterprise technology implementations.

Strong skills in creating communications, presentations, job aids, and training materials.

Experience with Microsoft PowerPoint, Word, Excel, SharePoint, and Teams.

Strong reporting, analytical, and documentation skills.

Excellent written and verbal communication skills.

Ability to work independently while collaborating effectively with global teams.

Preferred Qualifications

Experience supporting Salesforce, ServiceNow, or ITSM transformation programs.

Exposure to Prosci or other structured change management methodologies.

Experience creating eLearning content, screen recordings, and knowledge articles.

Familiarity with adoption analytics, user engagement tracking, and CSAT reporting.

Experience working in offshore delivery models supporting global transformation initiatives.

Success Criteria for the 1-Month Engagement

Communication artifacts delivered on schedule and approved by stakeholders.

Training materials completed and ready for deployment.

"Day in the Life" scenarios finalized and socialized.

Adoption reporting established and maintained.

CSOD change management activities supported effectively.

Timely support provided for go-live readiness, communications, training, and hyper care activities.

Contract Type: Short-Term Consulting Assignment (1 Month) Start Date: Immediate / As Required by Project Schedule Experience Level: Mid-Level OCM Analyst / Change Management Consultant (Offshore)

Duration: 1 Month (Contract) Location: Offshore (Remote) Project: ServiceNow to Salesforce ITSM Migration Program Reporting To: Onshore OCM Lead / Program Change Manager

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.