Senior Change Lead - Salesforce 311 Modernization

Strativia; Baltimore (MD); On-site; USD 120,000 - 160,000; Full time

Job summary

Strativia is seeking an experienced Change Management Lead to support the City of Baltimore's Salesforce 311 Modernization initiative. You will drive organizational change management, stakeholder engagement, and training programs to ensure adoption and operational efficiency.

The role collaborates with IT teams, city agencies, and leadership to align modernization objectives, manage risks, and deliver measurable improvements in service delivery and user experience through structured change

Qualifications

• Experience leading organizational change management in large-scale CRM/ERP projects.
• Knowledge of ADKAR, Bridges, McKinsey 7-S or similar frameworks.
• Experience with training strategy, stakeholder engagement, and evaluation.
• Strong written and verbal communication for diverse stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Develop and execute change management strategies to support Salesforce 311 modernization.
• Lead stakeholder engagement to promote system adoption and minimize disruptions.
• Collaborate with IT, agency leadership, and external partners for alignment.
• Facilitate workshops and requirements sessions to identify needs and improve workflows.
• Design and manage training, user guides, and system documentation.
• Monitor adoption, training effectiveness, and operational performance for improvements.
• Support identification and resolution of system functionality and reporting challenges.
• Develop SOPs, best practices, and documentation for Salesforce 311 operations.
• Identify and mitigate risks to support a successful transition.
• Track KPIs and report progress to senior leadership and stakeholders.
• Provide regular updates and recommendations to project governance.

Skills

Change management

Stakeholder engagement

Training programs

Communication

Problem solving

Organizational leadership

Education

Bachelor's degree in related field

Master's degree preferred

Tools

Jira

Agile

PMP practices

WhatFix

Pendo

WalkMe

Articulate

Job description

Strativia is seeking an experienced Change Management Lead to support the City of Baltimore's Salesforce 311 Modernization initiative. You will drive organizational change management, stakeholder engagement, and training programs to ensure adoption and operational efficiency.

The role collaborates with IT teams, city agencies, and leadership to align modernization objectives, manage risks, and deliver measurable improvements in service delivery and user experience through structured change