Change Management Lead

Job Title: Change Management Lead - Salesforce 311 Modernization
Location: Hybrid (Baltimore, MD)
Position Type: Full-time


About BCIT
The Baltimore City Office of Information & Technology (BCIT) delivers innovative, secure
technology solutions that empower City agencies to serve Baltimore residents efficiently.
BCIT is committed to leveraging technology to improve urban life and foster a smarter,
more connected city.


Position Summary
The Change Management Lead for Salesforce 311 Modernization plays a pivotal leadership
role in guiding the enterprise-wide upgrade and optimization of the City's Salesforce-based
311 platform. This position is responsible for driving cross-functional collaboration,
stakeholder engagement, and user adoption to ensure that the modernized 311 system
delivers improved resident experience, operational efficiency, and long-term sustainability.
The role includes project management, communications oversight, training development,
and continuous process improvement, with a focus on minimizing disruption and
maximizing value realization from the modernization initiative.


Key Responsibilities
Strategic Implementation Leadership
• Develop and execute comprehensive change management strategies for the city-
wide deployment and upgrade of Salesforce 311, ensuring alignment with organizational goals and objectives.
• Lead change management initiatives to address resistance, enhance user adoption,
and ensure smooth transitions across all City departments and agencies impacted
by 311 modernization.
• Champion organizational change through structured methodologies (e.g., ADKAR,
Bridges' Transition Model) to facilitate system adoption and minimize resistance.
Cross-Functional Coordination & Stakeholder Management
• Serve as the primary liaison between 311 operations, IT, CityWorks, BGE, CHIP, and
other partner agencies to ensure seamless integration and optimization of
Salesforce functionalities.
• Facilitate strategic workshops and stakeholder discussions to gather requirements,
develop innovative solutions, and refine business processes related to 311 service
delivery.
Training Program Development & User Support
• Design and manage user-centric training programs, system documentation, and
performance support tools for staff and supervisors using the Salesforce 311
platform.
• Monitor user experience and adoption metrics; identify and implement continuous
training improvements based on feedback from field teams and customer-facing
personnel.
System Optimization & Performance Management
• Continuously assess system performance, user adoption rates, and operational
efficiency, identifying opportunities for process enhancements and improvements
in 311 workflows.
• Proactively troubleshoot and resolve complex issues related to system functionality,
data integrations, and reporting capabilities within Salesforce 311.
• Develop and maintain system documentation, standard operating procedures, and
best practices guidelines for 311 modernization.
Risk Management & Compliance
• Proactively identify and assess risks related to system adoption, including user
resistance, technical challenges, and operational disruptions during the Salesforce
311 upgrade.
• Develop and implement comprehensive risk mitigation strategies and contingency
plans, especially for resident-facing changes and communications.
• Maintain high standards for data integrity and compliance throughout 311
operations and processes.
Reporting & Analytics
• Track and analyze implementation metrics (e.g., user adoption rates, system
utilization, training completion) to identify trends and inform strategic
improvements.
• Prepare regular reports on modernization progress, challenges, and successes for
senior leadership and project sponsors.



Required Qualifications
• Bachelor's degree in Psychology, Business Administration, Management,
Organizational Leadership, Public Administration, or a related field.
• Minimum of 5-7 years of progressive experience managing large-scale CRM or ERP
implementations, with specific experience in Salesforce or 311 modernization
preferred.
• Demonstrated experience in cross-departmental stakeholder management and
enterprise-level change initiatives.
• Demonstrated expertise in organizational change management methodologies (e.g.,
ADKAR, Bridges' Transition Model, McKinsey 7-S, Nudge Theory).
• Strong understanding of project management tools and methodologies (e.g., Agile,
PMP, Jira).
• Excellent leadership, communication (written and verbal), and stakeholder
management skills.
• Ability to manage multiple priorities and complex projects in a fast-paced
environment.
• Strong analytical skills and attention to detail.



Preferred Qualifications
• Master's degree in Organizational Psychology, Organizational Development,
Business Administration, or a related field.
• Professional certifications in Salesforce and/or Change Management (e.g., Prosci's
Certified Change Management Professional (CCMP)).
• Experience in government or public sector environment, preferably at the local
government level.
• Knowledge of performance support tools (e.g., WhatFix, Pendo, WalkMe) and online
training platforms (e.g., Articulate).
• Experience with Learning Management Systems and training program development.
• Familiarity with local government operations and systems integration challenges.