Change Management Analyst

About the role

The Change Management Analyst will support client adoption, communications, and operational readiness for a newly implemented federal financial tool. This role serves as a primary coordination and enablement resource for tool users, federal IT PMs, and financial analyst subject-matter experts (SMEs). The analyst will translate user needs into clear communications, training materials, process documentation, and appropriately routed support requests. The role helps establish a consistent experience for users of this tool, reduce avoidable coordination burden on financial analyst team leads and SMEs, and ensure questions, enhancement requests, tickets, and approvals reach the appropriate owners. The ideal candidate combines strong change-management and stakeholder-engagement skills with familiarity with federal financial operations, enterprise systems, and user-centered service delivery.

Responsibilities

• Develop and execute user-adoption and change-management activities, including stakeholder communications, release communications, training support, office hours, onboarding materials, and user feedback mechanisms.
• Serve as a central point of coordination for tool users, helping them understand how to submit requests, open and track tickets, identify the appropriate SME or functional owner, and use established group mailboxes and support channels.
• Triage and route incoming questions, issues, enhancement requests, and requests for financial analyst support; maintain visibility into request status and identify matters requiring escalation to SMEs, team leads, product owners, or technical teams.
• Develop, maintain, and improve standard operating procedures, job aids, FAQs, process flows, decision trees, templates, and knowledge-base content supporting various users.
• Partner with financial analyst SMEs to document business processes, clarify roles and responsibilities, identify recurring user issues, and translate complex financial or system concepts into clear, actionable guidance.
• Analyze user feedback, support trends, ticket data, and stakeholder input to identify adoption barriers, training needs, process gaps, and opportunities to improve the user experience.
• Prepare concise status updates, dashboards, meeting materials, and leadership-ready summaries on adoption progress, stakeholder concerns, support demand, and outstanding actions.
• Facilitate working sessions, user forums, and stakeholder meetings as needed; document decisions, action items, and follow-up responsibilities.
• Ensure client-facing communications and documentation are accurate, timely, accessible, and aligned with established governance and communication standards.

Requirements

• Must be a US Citizen.
• Must be able to obtain a Public Trust clearance.
• Bachelor's degree in a relevant field.
• 7+ years of consulting experience.
• Proven expertise in change management planning, stakeholder engagement, organizational readiness, and strategic communications.
• Demonstrated experience supporting adoption, communications, training, and/or operational readiness for a new business system, enterprise application, or process transformation.
• Experience developing clear, user-focused documentation, including standard operating procedures, job aids, FAQs, process maps, training materials, and stakeholder communications.
• Strong written and verbal communication skills, with the ability to translate complex business, technical, or financial concepts for varied audiences.
• Experience using collaboration/work-management tools: Atlassian Suite (Jira/Confluence) and SharePoint.
• Ability to work independently, exercise sound judgement, manage competing priorities, and build productive relationships across organizational levels.
• Experience supporting federal agencies (DHS preferred).

Desired skills

• Certified Change Management Professional (CCMP) or Prosci Certification.
• Familiarity with federal financial systems and deliverables such as budget cost estimates (BCEs), memorandums of agreement (MOAs), and chargeback models.
• Experience using ServiceNow and MS Dynamics or similar case-management/enterprise workflow tools.
• Experience supporting software implementation, system modernization, agile delivery, or product management teams.
• Experience developing adoption metrics, stakeholder engagement plans, communication calendars, training plans, or user-support dashboards.
• Experience managing CX and change management initiatives for DHS or Federal customers.

Pay

Salary: $120,000 - $140,000