Organizational Change Management (OCM) Analyst

Stefanini North America and APAC; Nutley (NJ); On-site; USD 70,000 - 110,000; Full time

Job summary

Stefanini Group is seeking an Organizational Change Management (OCM) Analyst to support a Global IT Service Management (GITSM) transformation program across the Americas, EMEA, Japan, and EAGS. The role focuses on communications, training readiness, and adoption metrics within a global rollout.

The ideal candidate has 3–7 years in OCM or related fields, strong English communication, and proficiency with PowerPoint, Excel, Word, Teams, and SharePoint. Prior ITSM or ServiceNow exposure is a plus.

Qualifications

• 3–7 years of experience in organizational change management, change communications, training coordination, PMO, or enterprise transformation.
• Hands-on experience supporting large-scale technology implementations or digital transformations.
• Ability to create polished stakeholder communications, presentations, 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

• Communications and Stakeholder Engagement: support the GITSM communications plan across regions and functions.
• Training and User Readiness: coordinate training for end users and support materials.
• Readiness, Adoption, and Reporting: manage readiness assessments and adoption dashboards.
• UAT, Go-Live, and Hypercare Support: coordinate UAT communications and Go-Live readiness.
• OCM Project Coordination: maintain the integrated OCM workplan, logs, and stakeholder sessions.

Skills

Change management

Communications

Training coordination

PMO

Stakeholder communications

PowerPoint

Excel

Word

Teams

SharePoint

Tools

MS Office

Job description

Stefanini Group is looking for an Organizational Change Management (OCM) Analyst for a globally recognized company.

Position Summary

We are seeking a highly organized and execution-oriented Organizational Change Management (OCM) Analyst / Coordinator to support a Global IT Service Management (GITSM) transformation program. The program is establishing standardized global ITSM processes and a unified ServiceNow platform across the Americas, EMEA, Japan, and EAGS.

Program Context and Scope

Project Leap Includes Global Process And Platform Changes Affecting Both End Users And IT Support Teams. The Contractor Will Support Change Activities Associated With Rolling Out Of The Global IT Service Management Platform With The Following Capabilities:

• Incident, Problem, Change, Request, and Knowledge Management processes.
• Service Portal, Service Catalog, user feedback surveys, and AI-enabled self-service experiences.
• CMDB foundation, ITOM / AIOps capabilities, reporting, integrations, and automation.
• Global process standardization, regional adoption, and transition to the target GITSM operating model.

Key Responsibilities

1. Communications and Stakeholder Engagement

• 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.

2. Training and User Readiness

• 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.

3. Readiness, Adoption, and Reporting

• 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.

4. UAT, Go-Live, and Hypercare Support

• 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.

5. OCM Project Coordination

• 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.

Job Requirements

Required Qualifications

• Approximately 3-7 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.

Preferred Qualifications

• Experience with ServiceNow implementations or IT service management transformation.
• Working knowledge of ITIL practices and ITSM processes.
• Experience supporting global, geographically dispersed, or multicultural teams.
• Experience in pharmaceutical, healthcare, life sciences, or another regulated environment.
• Exposure to UAT, Go-Live, Hypercare, readiness assessments, training operations, and adoption measurement.
• OCM certification or familiarity with a recognized change framework is beneficial but not required.