Job Description
Description:

The resource will be responsible for assessing current adoption levels and organizational readiness, identifying barriers to effective system usage, and developing and implementing change management strategies/plans that help stakeholders understand, embrace and effectively use the digital platform. increase user adoption, engagement, and utilization of the platform. In alignment with the product roadmap and business objectives, the resource will also translate complex product capabilities into meaningful business outcomes and user benefits and drive sustained behavioral change.

The resource will work closely with business stakeholders, product teams, governance bodies, and project resources to support the rollout of new functionality, business process changes, and continuous improvement initiatives. The resource will be expected to develop actionable change, communications, stakeholder engagement, and training strategies that enable successful adoption across a diverse stakeholder community.

This role focuses on planning, strategy development, stakeholder engagement, communications products, adoption measurement, and change management execution.

General Requirements:

• Minimum 10 years of organizational change management experience.
• Minimum 5 years supporting enterprise business changes and/or digital transformation initiatives.
• Experience developing user adoption and engagement strategies for enterprise applications.
• Experience conducting organizational readiness and stakeholder impact assessments.
• Certification in Prosci, CCMP (ACMP), or equivalent change management methodology.
• Experience developing communication and training strategies and tactical plans.
• Experience working in public sector, broader public sector, or comparable highly regulated environments.

Responsibilities:

• Work with organizations, by providing expertise, consultative advice, guidance and coaching, to build knowledge and expertise of change management principles, methodologies, and tools Help leaders and teams enhance their capabilities to understand how change impacts people, the reasons why people resist change and how to support people as they transition through change Be an active and visible coach to support leaders, partners and stakeholders in their role as change champions Partner and work collaboratively with key roles such as project managers, business analysts, process improvement specialists, change consultants and leadership to integrate change practices at all levels of the organization
• Develop and implement change management strategies, plans and framework Lead, develop, implement and/or provide input in the development of communication plans, sponsor roadmaps, stakeholder assessments, training plan, and resistance management throughout the lifecycle of the project Leads stakeholder management, including identification and analysis of key stakeholders, and the development of stakeholder engagement strategies
• Ensure the alignment of change management activities with participating stakeholders to remove change barriers, smooth the adoption process and contribute to problem solving resulting in successful implementation
• Ensure that clients/partners and stakeholders are actively engaged in the change, consulted with and communicated to Be able to articulate the purpose of change in a manner that makes sense to impacted stakeholders and provides a compelling picture of the new organization
• Build consensus among clients/partners and stakeholders on specific changes designed to better meet their needs Identify potential people side risks and anticipated points of resistance and develop plans to mitigate or address concerns
• Design and conduct change readiness assessments, evaluate results, and present findings to stakeholders to plan and carry out a change management strategy
• Administer measurement systems to track adoption, utilization, and proficiency of individual changes
• Develops an approach to embed/institutionalize the change to sustain the benefits achieved, including knowledge transfer, performance management, continuous improvement and other related practices

General Skills:

• Experience and knowledge of change management industry standards, best practices, methodologies and tools
• Experience in development of training, communication, and change management strategies and plans
• Ability to work effectively and engage with a diverse group of stakeholders, such as senior management and leaders, project managers, etc.
• Strong conflict management, interpersonal and communication skills (written and verbal)
• Experience with project management fundamentals and understanding of the lifecycle of a project Excellent active listening skills
• Strong analytical and decision-making abilities
• Strong presentation and group facilitation skills

Desirable Skills:

• Experience identifying and assessing change impacts to the organization's business processes and technology solutions to drive business and people adoption
• Experience leading medium to large transformational change projects
• Experience working with project leads to apply a structured change management approach and methodology for the people side change across for assigned initiatives
• Experience understanding the program/project and related change management issues by identifying key stakeholders and how they will be impacted by the change
• Experience developing actionable and targeted change management plans that include communications, coaching, training, sponsorship and/or other resistance management activities
• Experience defining and measuring success metrics and monitor change progress to track adoption, utilization and proficiency related to changes
• Experience managing the change management process, and applying change management best practices to support the project or initiative
• Experience coordinating efforts with other subject matter experts, including communications specialists, training specialists, and human resource consultants during implementation
• Ability to influence others, at all levels within the organization, and move towards a common goal

Requirements

Experience and Skill Set Requirements:

Must Haves:

• Demonstrated experience leading change management initiatives supporting enterprise-wide business changes, CRM solutions, and/or digital platforms.
• Proven experience assessing user adoption challenges, identifying barriers to adoption, and developing targeted strategies to improve user uptake, engagement, and business outcomes.
• Demonstrated experience using recognized change management methodologies such as Prosci ADKAR, ACMP, Kotter, or equivalent.
• Demonstrated experience building consensus, driving adoption, and fostering stakeholder alignment across business, operational, technical, and executive stakeholder groups.
• Minimum 10 years of organizational change management experience.
• Minimum 5 years supporting enterprise business changes and/or digital transformation initiatives.

Nice to Have:

• Experience working within the Ontario Public Service (OPS) or comparable public sector organizations with complex governance and accountability structures.

Skill Set Requirements:

Change Management Strategy, Adoption and Execution Expertise:

The resource must demonstrate expertise in organizational change management, user adoption, stakeholder engagement, and business readiness for enterprise business applications and digital service platforms.

• Demonstrated experience leading change management initiatives supporting enterprise-wide business changes, CRM solutions, and/or digital platforms.
• Proven experience assessing user adoption challenges, identifying barriers to adoption, and developing targeted strategies to improve user uptake, engagement, and business outcomes.
• Experience conducting stakeholder impact assessments, organizational readiness assessments, change impact analyses, and change risk assessments.
• Demonstrated experience developing comprehensive change management plans aligned with technology enhancements, business process changes, and service delivery objectives.
• Experience developing and executing change management plans that include championship, stakeholder engagement, communications, training, resistance management, and reinforcement activities.
• Experience supporting changes associated with the implementation of new product features, enhancements, releases, or functionality upgrades while minimizing business disruption.
• Demonstrated experience using recognized change management methodologies such as Prosci ADKAR, ACMP, Kotter, or equivalent.
• Experience establishing adoption measurement frameworks and tracking user engagement, system utilization, business readiness, and change effectiveness metrics.
• Demonstrated success improving adoption, utilization, and user experience within complex multi-stakeholder environments.

Stakeholder Engagement and Communication Skills:

The resource must demonstrate strong stakeholder engagement, communication, and facilitation skills, with the ability to develop communication and training strategies that support successful adoption.

• Demonstrated experience building consensus, driving adoption, and fostering stakeholder alignment across business, operational, technical, and executive stakeholder groups.
• Experience developing stakeholder engagement strategies and managing diverse stakeholder interests in complex environments.
• Proven experience developing communication strategies and communication plans to support changes to enterprise solutions and business processes.
• Demonstrated ability to develop effective communication materials, including executive briefings, presentations, newsletters, FAQs, user guidance, release communications, and change updates.
• Experience conducting stakeholder consultations, workshops, focus groups, interviews, and feedback-gathering sessions to identify adoption opportunities and concerns.
• Experience developing learning and training strategies, training plans that can include practical videos and demonstrations and role-based learning approaches for new and enhanced functionality.
• Ability to work effectively in a team environment, build strong relationships with other individual project contributors and teams and respond positively to diverse perspectives.
• Experience advising project teams and business leaders on communication approaches, engagement tactics, and adoption activities.
• Ability to drive and support executive alignment by securing leadership commitment to the change vision, adoption goals, success measures, and key decisions required to scale the product across the enterprise.
• Ability to communicate complex technical and business concepts clearly and effectively to technical and non-technical audiences.

Governance, Performance Measures and OPS Context:

The resource must demonstrate experience measuring change effectiveness and operating within complex governance environments.

• Demonstrated experience proposing governance structures, steering committees, working groups, executive committees, and formal approval processes.
• Experience establishing KPIs and performance measures to assess user adoption, stakeholder engagement, business readiness, and change effectiveness.
• Experience leveraging quantitative and qualitative data to assess adoption trends, user behaviours, and opportunities for continuous improvement.
• Experience developing executive reporting, dashboards, and progress updates related to organizational change and user adoption.
• Experience conducting post-implementation reviews, lessons learned assessments, and continuous improvement activities.
• Experience working within the Ontario Public Service (OPS) or comparable public sector organizations with complex governance and accountability structures.
• Demonstrated understanding of public sector service delivery, privacy, accessibility, compliance, and stakeholder management considerations.