Organizational Change Manager (Citizen Services / ServiceNow) Tri-global Solutions Group Inc.

Tri-global Solutions Group Inc.; Edmonton; Hybrid; CAD 124,000 - 152,000; Full time

Job summary

Tri-global Solutions Group Inc. seeks a Senior Organizational Change Manager for the Citizen Services Portal / ServiceNow project in a remote Canadian setting under a 12-month+ contract.

The role focuses on change management, communications, training development, stakeholder engagement, and adoption of new digital services within the Government of Alberta initiative.

Qualifications

• Two years of experience supporting citizen service portals and business workflow applications on ServiceNow or similar.
• Experience leading Organizational Change Management on multi-year public-sector initiatives.
• Experience developing and delivering effective stakeholder communications and training materials.

Responsibilities

• Develop and maintain an integrated change management strategy aligned with CLEO project scope and AI-enabled capabilities.
• Identify readiness requirements, dependencies, and stakeholder impacts for new technologies.
• Create training plans, materials, and knowledge transfer activities to support adoption.
• Coordinate communications, stakeholder engagement, and governance with project leadership.
• Ensure compliance with privacy, security, accessibility, and responsible AI standards.

Skills

Change management

Stakeholder engagement

Communications

Training development

Project management

ServiceNow

AI readiness

Tools

ServiceNow

AI tools

Job description

SENIOR ORGANIZATIONAL CHANGE MANAGER (Citizen Services Portal / ServiceNow)

Requisition #: R26-3597 (GOAPRDJP00000996)

Location: Remote (within Canada)

Engagement Type: Contract

Number of Resources required: 1

Rate (CAD): Up to $110.00 per hour / Commensurate with related experience and market competitiveness

Term: 2026-09-30 to 2027-09-29 with 12-month extension available (up to 24-month contract)

Hours per day: 7.25

Security Screening: Standard (Criminal Record Check)

Key Mandatory Experience: Candidates must have at least two years of experience supporting citizen service portals (external facing services) and business workflow applications on ServiceNow or a similar platform.

Tri-global Solutions Group Inc. is seeking one (1) Senior Organizational Change Manager (Citizen Services Portal / ServiceNow) to join our talented Service Delivery team at Ministry of Technology and Innovation (Government of Alberta).

WORK MODEL: The successful candidate(s) will work remotely; however, may be required to attend meetings or work sessions in Edmonton, AB on reasonable notice provided by the Client (onsite attendance unlikely for out-of-province contractors). Work must be done from within Canada, due to network and data security policies. Applicants must be authorized to work in Canada to apply (e.g., Canadian Citizen, Permanent Resident, etc.). Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding observed holidays.

Thank you.

Tri-global Solutions Group Inc.

Website: https://tri-global.com

PROJECT OVERVIEW

Project Name: Consumer Licensing Enquiry Online – Organizational Change Manager

Scope: The Organizational Change Management (OCM) Lead will provide change management, business readiness, communications, stakeholder engagement, training, adoption, and AI enablement services in support of the Consumer Licensing Enquiry Outreach (CLEO) initiative.

The resource will work under the direction of the Service Owner, Project Manager, and Business Leadership and will collaborate with business, technical, operational, and vendor stakeholders to support the successful implementation, adoption, and sustained use of CLEO, including the effective and responsible use of approved AI-enabled tools and capabilities where applicable.

The OCM Lead will be responsible for developing and executing strategies that prepare stakeholders for organizational, process, technology, and AI-enabled changes resulting from the CLEO modernization initiative. This includes supporting stakeholder readiness, business adoption, communications, training, knowledge transfer, and transition-to-operations activities.

Work is deliverable-based and aligned with approved CLEO change management, communications, training, adoption, AI readiness, and business readiness artifacts.

Services are performed within established Government of Alberta project management, organizational change management, responsible AI, privacy, security, accessibility, and governance frameworks.

The resource is responsible for planning, coordinating, and executing change management and business readiness activities required to support successful CLEO adoption, including identifying opportunities to leverage approved Artificial Intelligence (AI) and Generative AI tools to improve stakeholder engagement, communications, training development, knowledge management, organizational readiness, and reporting activities.

The resource will support the assessment of organizational impacts associated with new business processes, digital capabilities, and AI-enabled ways of working and will develop strategies to support user adoption and readiness while ensuring compliance with Government policies, governance requirements, and responsible AI principles.

The resource has no authority for project scope approval, budget approval, solution design decisions, procurement decisions, operational policy decisions, AI governance decisions, or production release sign-off.

Engagement is time-bound to CLEO project delivery, business readiness, deployment readiness, stakeholder adoption, transition to operations, post-implementation stabilization, and continuous improvement activities.

The OCM Lead is expected to promote a culture of responsible innovation by supporting the adoption of approved AI-enabled tools and practices while ensuring that all AI-assisted outputs are appropriately reviewed for accuracy, quality, privacy, security, accessibility, and alignment with business objectives and Government of Alberta standards.

DESCRIPTION OF SERVICES

Business Readiness and Change Strategy

• Develop, maintain, and execute an integrated Business Readiness and Organizational Change Management strategy aligned with CLEO project scope, milestones, releases, deployment activities, and emerging AI-enabled capabilities.
• Identify readiness requirements, dependencies, assumptions, constraints, and potential impacts associated with new technologies, including AI-enabled business processes and tools.
• Establish and maintain business readiness plans, schedules, deliverables, metrics, and reporting mechanisms, leveraging approved AI-enabled tools where appropriate to improve efficiency and insight generation.
• Ensure change management activities are integrated with project delivery plans, governance processes, and organizational standards for the responsible use of AI.

Stakeholder Impact and Readiness Assessment

• Identify and assess stakeholder groups affected by CLEO implementation and associated digital transformation initiatives.
• Conduct change impact assessments across business processes, organizational roles, procedures, services, operational practices, and AI-enabled ways of working where applicable.
• Develop stakeholder readiness assessments and monitor organizational preparedness throughout project delivery using qualitative and quantitative feedback mechanisms.
• Utilize approved AI-assisted tools, where appropriate, to support stakeholder analysis, trend identification, sentiment assessment, and reporting activities.
• Identify, document, and manage change-related risks, issues, resistance factors, and mitigation strategies in alignment with project RAID processes and responsible AI practices.

Communications and Engagement

• Develop and implement a communications and engagement strategy to support awareness, understanding, adoption, and readiness for CLEO.
• Create and maintain communication materials, key messages, stakeholder briefings, presentations, implementation updates, executive reporting content, FAQs, and knowledge resources.
• Leverage approved AI-assisted tools, where appropriate, to support development, refinement, personalization, and maintenance of communication materials while ensuring quality, accuracy, accessibility, and compliance.
• Coordinate communication activities with internal and external stakeholders to support project milestones, release readiness, and business adoption objectives.
• Monitor communication effectiveness, stakeholder feedback, engagement levels, and readiness indicators, using available analytics and AI-enabled insights where appropriate to continuously improve communication approaches.

Training and Knowledge Transfer

• Develop and maintain a comprehensive CLEO training approach aligned with approved business processes, solution functionality, and user needs.
• Oversee development of training materials, including user guides, instructor-led training materials, quick reference guides, job aids, process documentation, FAQs, learning resources, and knowledge articles.
• Utilize approved AI tools, where appropriate, to accelerate creation, maintenance, and enhancement of training materials while ensuring content accuracy, consistency, and alignment with approved business processes.
• Coordinate training planning, scheduling, logistics, and delivery activities with business representatives and subject matter experts.
• Facilitate or support training sessions, demonstrations, workshops, knowledge transfer activities, and awareness sessions related to approved AI-enabled capabilities where applicable.
• Establish mechanisms to validate training effectiveness, measure user readiness, and identify additional learning requirements prior to deployment.
• Validate AI-generated training content and learning materials to ensure compliance with project standards, accessibility requirements, and business objectives.

Business Adoption and Change Enablement

• Develop strategies to support user adoption and sustained operational use of CLEO and associated digital capabilities.
• Support business leaders, managers, and subject matter experts in preparing impacted users for transition to new processes, technologies, and approved AI-enabled ways of working.
• Identify organizational barriers to adoption and develop mitigation plans to address stakeholder concerns, resistance, and change impacts.
• Promote awareness and effective utilization of approved AI-enabled tools and capabilities that support business productivity and service delivery outcomes.
• Support development of post-implementation adoption, sustainment, and continuous improvement activities.

Deployment Readiness and Transition to Operations

• Coordinate business readiness activities supporting deployment, go-live, stabilization, and transition to operations.
• Develop and maintain readiness criteria, readiness assessments, deployment support plans, and adoption metrics.
• Utilize approved AI-enabled tools, where appropriate, to support readiness reporting, analysis, issue identification, and tracking of business readiness indicators.
• Participate in go-live planning, operational transition activities, hyper-care support, and stabilization efforts.
• Monitor business readiness indicators and provide recommendations to project leadership regarding readiness risks, adoption challenges, mitigation requirements, and opportunities for continuous improvement.
• Support capture of lessons learned, including opportunities to improve future change management and readiness activities through responsible use of AI.

Reporting and Governance

• Provide regular status reporting on change management, business readiness, stakeholder engagement, communications, training, adoption, and organizational readiness activities.
• Participate in project governance forums, steering committee briefings, readiness reviews, stakeholder meetings, and executive reporting sessions as required.
• Maintain change management documentation, training artifacts, communication materials, and project records in approved repositories.
• Leverage approved AI-assisted tools, where appropriate, to improve reporting efficiency, dashboard development, content generation, and information synthesis while maintaining human review and accountability.
• Ensure all deliverables comply with Government of Alberta standards, privacy requirements, responsible AI principles, project governance requirements, accessibility standards, and approved documentation practices.
• Assess and validate AI-generated outputs to ensure accuracy, completeness, relevance, and alignment with project objectives and organizational policies.
• Promote and support the responsible adoption of Artificial Intelligence (AI) tools and capabilities by identifying opportunities to improve communications, stakeholder engagement, training, readiness assessment, reporting, and knowledge management while ensuring compliance with Government of Alberta policies, privacy requirements, governance standards, and responsible AI principles.

MANDATORY REQUIREMENTS

• Degree or diploma in Computer Science, Information Technology, Business Analysis, Information Systems, Public Administration, Business Administration, Organizational Development, Communications, Human Resources, Adult Learning, Project Management, or a related discipline. (Yes or No)
• Demonstrated experience working as an Organizational Change Manager on at least one multi-year project in Government of Alberta or other public-sector organizations, impacting 50+ staff. (3 years+)
• Demonstrated experience developing and implementing one or more of the following:
  • Change management strategies and plans
  • Business readiness assessments and readiness plans
  • Stakeholder engagement and communications plans
  • Change impact assessments and mitigation strategies. (7 years+)
• Demonstrated experience with effective communication materials for stakeholders (newsletters, FAQs, user guides, presentations). (7 years+)
• Experience implementing citizen services portal and business workflow applications on ServiceNow platform. (2 years+)
• Experience leading Organizational Change Management activities for business transformation and technology-enabled projects. (7 years+)
• Experience supporting licensing, regulatory, permitting, or citizen-facing service transformation initiatives. (2 years+)
• Experience working in one or more of the following methodologies:
  • Agile
  • Scrum
  • Hybrid project delivery environments. (5 years+)

DESIRABLE REQUIREMENTS

• Agile certification. (Yes or No)
• PROSCI Change Management Certification or Designation. (Yes or No)
• Experience developing and delivering communications and presentations at multiple levels of an organization. (eg. Executive Management, Management, Program Sponsors, Steering Committee, Branch Managers, End Users). (7 years+)
• Experience fostering effective working relationships with leadership and stakeholders. (7 years+)
• Experience leveraging and evaluating AI-assisted tools to develop communication materials, training content, presentations, knowledge articles, and stakeholder engagement artifacts; and to improve user adoption, learning effectiveness, and operational readiness. (1 years+)
• Experience using Artificial Intelligence (AI) and Generative AI tools to support change management, stakeholder engagement, communications, training development, and business readiness activities. (1 years+)

WHY WORK WITH TRI-GLOBAL?

• Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.
• Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.
• Engage in stimulating and captivating projects that push boundaries and keep you constantly motivated.