Change Management & Training Specialist

The Change Management and Training Specialist - Implementation is responsible for designing, developing, implementing and delivering training and development programs, in accordance with approved client documented business process in support of the deployment of MSP programs.

This role is also responsible for the Change Management and Communications for the MSP implementations. The focus here is on developing and executing solutions around the people side of the change and to ensure organizational readiness, acceptance, and adoption of change initiatives. Communications will ensure that the right stakeholders are informed with the correct information at the appropriate time.

The Change Management & Training Specialist drives quicker adoption, better utilization, and a deeper knowledge of the change(s) implemented which will results in value creation, benefit realization, and achieving the desired business outcomes.

GENERAL RESPONSIBILITIES:

• Oversees the development of the Training plan, practices and procedures, process flow analysis, and ensures compliance with process and technology configurations for each project.
• Leads the Training workstream in support of the deployment of all MSP programs.
• Oversees the design, development and implementation of the training programs and process review across internal and external stakeholder groups as defined by project scope.
• Communicates Training procedures, process changes, enhancements and modifications to all relevant stakeholders.
• Collaborates with Solution Engineers and other Colleagues to guide software and systems change controls, as well as design, develop and deliver overall training strategy.
• Acts as a liaison to and collaborates with corporate learning and development teams to ensure a unified approach to training and development, as well as the creation and maintenance of a comprehensive catalog of programs.
• Facilitates curriculum to various levels of employees in both a classroom and online setting using various forms of media.
• Schedules and facilitates weekly Change Management, Communications and Training meetings with key stakeholders.
• Develops change management plan for assigned implementation project(s).
• Identifies key stakeholders.
• Conducting change impact assessments.
• Identifies, documents, and socializes anticipated resistance to change based on assessment.
• Conducts change readiness assessments.
• Develops a thorough communications plan for the business stakeholders to achieve and sustain adoption.
• Supports the execution of the communication plan and recommends initial communication materials.
• Applies a structured methodology to lead Change Management, Communications and Training activities.
• Participates in special projects and performs other duties as assigned.

EDUCATION & JOB REQUIREMENTS:

• Bachelor’s degree in Organization Management, Business Administration, or the equivalent.
• Minimum of five (5) years of work experience in Managed Services or Staffing environment preferred.
• Minimum of five (5) years of experience with Change Management, Communications and Training.
• Experience with training development and delivery, as well as supporting Change Management practices, process flow analysis, design and implementation of Change Management, methodology development.
• Previous experience administering training and development programs in Managed Service Provider solution delivery environment is preferred.
• Experience with Vendor Management Systems (VMS) technology is required.
• Experience related to successful delivery of change management.
• Experience with writing communications for different stakeholders.
• Familiar with project management methodology.

KNOWLEDGE, SKILLS & ABILITIES:

• Skilled in communicating effectively verbally and in writing with various levels of employees, management, and leadership, in- and outside of the organization.
• Exceptional communication skills, both written and verbal.
• Excellent active listening skills.
• Ability to travel 10% of the time.
• Ability to establish and maintain effective working relationships.
• Ability to effectively manage and lead projects that may vary in nature, scope and complexity.
• Ability to identify and/or document existing and new processes as well as evaluate their effectiveness, develop improvements and/or recommend changes or alternatives.
• Ability to prioritize, organize and perform multiple work assignments simultaneously while meeting assigned deadlines.
• Ability to understand and interpret educational needs and develop effective instructional solutions.
• Ability to maintain confidentiality and handle highly sensitive/confidential information.
• Ability to function effectively with or as part of a team.
• Ability to demonstrate effective customer services skills.
• Good understanding of how people and organizations respond to and successfully adapt to change.
• Ability to influence people in achieving a common goal.
• Highly detail oriented and analytical.
• Effective facilitation and influencing skills.
• Knowledge of training methodologies and assessments, such as 360’s, MBTI, DiSC, PDI, DDI, etc.
• Proficient with learning/talent management systems and tools.
• Proficient with Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.

Posting date: 06-05-2025