Organization Change Manager (330)
Description
OVERVIEW
iTech AG is seeking a mid-level Organizational Change Management (OCM) Specialist to support federal clients in the implementation and adoption of ServiceNow solutions, with a focus on Hardware Asset Management (HAM), Software Asset Management (SAM), and IT Operations Management (ITOM).
This is a hands-on, individual contributor role embedded within the ServiceNow delivery team, responsible for executing change management and training activities in direct support of system development and deployment. The OCM Specialist will work closely with developers, functional leads, and government stakeholders to ensure users are prepared to adopt new capabilities.
ROLES AND RESPONSIBILITIES
- Serve as an embedded member of the ServiceNow development team, supporting sprint and release activities
- Execute OCM activities aligned to system development timelines (e.g., releases, feature rollouts)
- Conduct stakeholder analysis and assess change impacts at the feature and process level
- Support communication planning and execution tied to specific releases.
- Develop and deliver instructor-led and virtual training sessions aligned with system releases
- Provide basic ServiceNow platform training and role-based process training (HAM, SAM, ITOM)
- Adapt training content quickly based on evolving requirements in an Agile environment
- Support training evaluations and continuous improvement
- Create practical, task-based job aids and quick reference guides for end users
- Document workflows and procedures directly tied to implemented ServiceNow features
- Ensure documentation is clear, concise, and compliant with Section 508 accessibility standards
- Maintain and update materials in alignment with iterative releases
- Partner daily with developers to understand system changes
- Participate in Agile ceremonies (e.g., sprint planning, demos) as needed
- Translate technical requirements and configurations into user-friendly materials
- Provide post-release support, including office hours and user assistance
- Other duties as assigned
MINIMUM QUALIFICATIONS
- 3–6 years of experience in Organizational Change Management, training, or user adoption roles
- Experience working as a hands-on contributor within a delivery or project team
- Experience supporting federal government clients or regulated environments
- Familiarity with ServiceNow platform (HAM, SAM, ITOM exposure preferred)
- Experience developing training materials, job aids, and user documentation
- Strong communication and facilitation skills
EDUCATION AND CERTIFICATIONS
- Bachelor’s degree
PREFERRED QUALIFICATIONS
- Direct experience supporting ServiceNow implementations in Agile environments
- Knowledge of IT asset management and/or IT operations processes
- Experience supporting Agile or iterative delivery teams
- Familiarity with OCM frameworks (e.g., Prosci, ADKAR)
- Experience with eLearning/content development tools (e.g., Articulate, Captivate)
SECURITY CLEARANCE
- Ability to obtain and maintain a Public Trust
- Pursuant to government contracts, US Citizenship is required
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.