Job Description

Customer Support Analyst

E-volve Technology Systems, Inc. is seeking a strategic and results-driven Change Manager to support a client's business system modernization initiatives. This role is responsible for leading the design, implementation, and oversight of change management and operational readiness strategies that ensure the successful adoption of process and technology changes. The ideal candidate will drive operational readiness, lead eLearning initiatives, and oversee a portfolio of internal-use software to ensure alignment with business goals and seamless integration across teams. Qualified candidates will have direct experience in change management, strategic communications and project management. Position requires dynamic interpersonal skills, initiative and creativity.

Key Responsibilities

• Change Management Strategy & Execution
  • Develop and implement comprehensive change management plans to support major transformation initiatives and technology rollouts.
  • Conduct stakeholder impact assessments and create engagement strategies that support user adoption and minimize resistance.
  • Lead just-in-time learning and knowledge resource initiatives.
  • Coordinate with business teams to ensure consistent eLearning and messaging and a positive transition experience.
• Operational Readiness
  • Lead operational readiness planning and execution to ensure teams, systems, and processes are prepared for implementation.
  • Identify risks, gaps, and dependencies that may impact readiness, and work cross functionally to resolve issues ahead of deployment.
  • Develop readiness metrics and reporting to track progress and drive accountability.
• Internal Use Software Portfolio Management
  • Manage the lifecycle of internal-use software (IUS) projects, including customer requirements assessments, prioritization, and management on behalf of the client.
  • Collaborate with technical teams, business stakeholders, and product owners to ensure quarterly and annual validation of IUS.

Stakeholder Engagement and Leadership

• Act as a change advocate across the organization, engaging with team leadership to ensure alignment across change efforts.
• Facilitate working groups, steering committees, and project team meetings as needed to communicate change progress and gather feedback.
• Mentor and coach team members and stakeholders in best practices for managing organizational change.

Position Requirements

• Expert knowledge of change management, and operational readiness planning and execution.
• Strong interpersonal and communication skills, with a proven ability to influence and lead across functions.
• High-level proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Project, Visio).
• Ability to use SharePoint and collaboration tools (e.g. MS Teams, IC Connect).
• Experience with Service Request/Trouble Ticketing system applications (i.e., Jira, Service Now).
• Experience managing or supporting IT modernization initiatives a plus.
• Proficiency in change management methodologies.
• Work with higher-level program managers to provide effective and efficient management of the contractor's effort.

Qualifications

• U.S. citizenship
• Current TS/SCI Security clearance
• Current CI poly or eligibility to obtain CI polygraph
• Master's degree preferred, and 14+ years of relevant experience in change management,
• Program/project management, or related roles

• Certification in Change Management (e.g., Prosci, CCMP).
• PMP or equivalent project management certification.
• Experience with Agile methodologies or product management frameworks.
• Experience in a highly regulated or government contracting environment.

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