Change Management Lead
2 weeks ago
**Position Summary**
**Key Responsibilities**
- Change Management Strategy: Develop and execute a change management strategy to ensure a smooth transition to the CCaaS platform, focusing on communication, training, and user adoption.
- Training Program Development: Design and deliver training programs for contact center staff, ensuring that materials are compliant with WCAG 2.2 accessibility standards and are available in both English and French.
- Change Impact Assessments (CIA): Conduct CIAs to identify how the system migration will affect various stakeholder groups, ensuring all impacts are addressed before go-live.
- Post-Deployment Support: Provide post-launch support to end users, addressing knowledge gaps and ensuring a high level of user adoption.
- Stakeholder Engagement: Work closely with HR, IT, and operations teams to ensure the training programs meet their needs and that all stakeholders are engaged throughout the transition.
- Ongoing Training: Ensure that training materials and programs are continuously updated post-deployment, incorporating feedback from users and new system features.
**Reporting Structure**
Reports to the Project Leader and works closely with the Implementation Lead to ensure end-user readiness and successful adoption of the new platform.
**Location**
Primarily based in Ottawa, with some flexibility for remote work, from either Canada or the US. On-site presence in Ottawa may be required during critical project phases.
**Technical Skills**
Expertise in using Learning Management Systems (LMS) and e-learning platforms for developing and delivering accessible training materials.
**Qualifications**
- Minimum 8 years of experience in leading change management for large government IT transformations.
- Strong experience in developing training programs that comply with accessibility (WCAG 2.2) and bilingualism standards.
- Proven ability to conduct Change Impact Assessments (CIA) and manage large-scale user transitions.
- Strong communication and stakeholder engagement skills, with experience working across diverse teams.
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