Global ITSM Change Coordinator

CBTS; Nutley (NJ); On-site; USD 70,000 - 110,000; Full time

Job summary

CBTS is seeking an organized OCM Analyst/Coordinator to support the Global IT Service Management transformation program. The role covers stakeholder engagement, communications, training coordination, readiness, adoption tracking, UAT, Go-Live, and Hypercare across regions, led by the GITSM OCM Lead.

The candidate will work with Program Management, Regional ITSM Leads, Global Process Owners, ServiceNow teams, business stakeholders, and Accenture OCM advisors to ensure disciplined day-to-day OCM

Qualifications

• Approximately 5+ years of experience in organizational change management, change communications, training coordination, PMO, or enterprise transformation.
• Hands-on experience supporting a large-scale technology implementation or digital transformation.
• Demonstrated ability to create polished stakeholder communications, presentation materials, trackers, and status reports.
• Strong organizational skills, attention to detail, and ability to manage multiple deadlines and stakeholders.
• Excellent written and verbal communication skills in English.
• Advanced proficiency with Microsoft PowerPoint, Excel, Word, Teams, and SharePoint.

Responsibilities

• Support execution of the GITSM communication and stakeholder engagement plan across regions and functions.
• Maintain the stakeholder register, communication calendar, audience segmentation, distribution lists, and engagement tracker.
• Draft leadership messages, project updates, email campaigns, FAQs, announcements, town hall content, and Go-Live communications.
• Coordinate reviews, translations where required, approvals, and distribution with global and regional stakeholders.
• Support regional change networks, change champions, and stakeholder feedback activities.
• Coordinate training for end users, fulfillment teams, Service Desk personnel, process roles, and other impacted groups.
• Maintain the training schedule, audience roster, invitations, attendance records, completion status, and follow-up actions.
• Assist with training materials, quick-reference guides, job aids, FAQs, knowledge content, and recorded-session coordination.
• Coordinate updates to materials arising from UAT feedback, solution changes, or approved process decisions.
• Support preparation and maintenance of the Operational Readiness Guide for in-scope processes.
• Administer business and operational readiness assessments and consolidate results across regions.
• Maintain readiness dashboards and track communications, training completion, stakeholder engagement, user feedback, and adoption indicators.
• Identify gaps, overdue actions, regional dependencies, and OCM risks for escalation to the OCM Lead and PMO.
• Prepare concise weekly OCM status reports, leadership summaries, and decision or action logs.
• Coordinate UAT awareness, participant communications, training alignment, reminders, and feedback consolidation.
• Support Go-Live readiness checkpoints, cutover communications, launch materials, and stakeholder briefings.
• Monitor and consolidate user feedback during Hypercare, identify recurring themes, and route actions to the appropriate owner.
• Support issue communications, frequently asked questions, office hours, lessons learned, and post-Go-Live adoption reporting.
• Maintain the integrated OCM workplan, deliverable tracker, RAID items, dependencies, meeting notes, and action log.
• Coordinate OCM workshops, leadership briefings, regional sessions, town halls, training events, and readiness reviews.
• Work closely with the GITSM PMO, Process Governance, Platform, Service Management, regional teams, and Accenture advisors.
• Ensure OCM activities remain aligned with design, build, testing, deployment, and Hypercare milestones.

Skills

OCM

Stakeholder comms

Training coordination

PMO

MS Office

PowerPoint

Excel

SharePoint

Tools

PowerPoint

Excel

Word

Teams

SharePoint

Job description

CBTS is seeking an organized OCM Analyst/Coordinator to support the Global IT Service Management transformation program. The role covers stakeholder engagement, communications, training coordination, readiness, adoption tracking, UAT, Go-Live, and Hypercare across regions, led by the GITSM OCM Lead.

The candidate will work with Program Management, Regional ITSM Leads, Global Process Owners, ServiceNow teams, business stakeholders, and Accenture OCM advisors to ensure disciplined day-to-day OCM