Lead Training and Change Management
About the role
The Lead, Training & Change Management is responsible for driving strategic communications and training enablement to support enterprise technology and business transformation initiatives for the delivery enablement team. This role specializes in executive-level messaging, stakeholder communications, and change adoption, ensuring that complex concepts are translated into clear, actionable insights across all levels of the organization.
Responsibilities
Develop, edit, and deliver executive-level communications with clarity, precision, and strong executive presence
Translate complex technical, operational, and tool-related concepts (e.g., ServiceNow, Jira Align) into tailored messaging for diverse audiences
Create communication strategies aligned to transformation initiatives and organizational priorities
Ensure consistency of messaging across all channels and stakeholders
Provide advisory support to leadership on communication approach, tone, and effectiveness
Design and develop training programs and materials supporting process, tool, and organizational changes
Create visually compelling assets using PowerPoint, graphics, and instructional design best practices
Deliver live and virtual training sessions, including tool demonstrations and process walkthroughs
Ensure training aligns with adult learning principles and drives measurable adoption
Apply structured change management methodologies (Prosci, change agent frameworks, or similar)
Lead change efforts related to technology adoption, including ServiceNow, Jira Align, and portfolio delivery tools
Conduct impact assessments, stakeholder analysis, and readiness evaluations
Drive adoption strategies that align communication, training, and process changes
Identify resistance and develop mitigation strategies
Establish and maintain a centralized repository for communications, training materials, and documentation
Leverage SharePoint or similar platforms to manage content related to governance, tools, and processes
Ensure training and communication materials for ServiceNow, Jira Align, and related tools are current and accessible
Implement standards for content governance, version control, and lifecycle management
Utilize AI tools to streamline communication development, training content creation, and documentation efforts
Apply advanced prompting techniques to generate and refine messaging, training materials, and presentations
Identify opportunities to automate communication workflows and improve efficiency
Partner with stakeholders across technology, business, and vendors to support adoption of tools and processes
Facilitate workshops to translate strategy into process flows, workflows, and tool usage
Support cross-functional alignment between delivery teams, PMO, and governance organizations
Qualifications
Bachelor’s Degree
8+ years of experience in communications, training, change management, or related roles
Strong executive communication skills and presence
Proven ability to draft, edit, and deliver communications for all levels of the organization
Experience designing and delivering training programs, including tool-based training
Demonstrated experience supporting or training on ServiceNow, Jira Align, or similar enterprise tools (PPM, Agile, workflow platforms)
Advanced proficiency in PowerPoint, visual storytelling, and instructional design
Experience leveraging AI tools and prompt engineering for communication and training efficiency
Knowledge of change management frameworks (Prosci or similar)
Ability to operate at both strategic and detailed levels, including process flows and workflows
Experience presenting, facilitating workshops, and delivering training
Preferred Qualifications
Bachelor’s Degree in Business, Communications, Technology, or related field
Prosci Certification or equivalent
Experience in healthcare insurance or highly regulated environments
Experience supporting ServiceNow PPM, Jira Align, or similar platforms at scale
Familiarity with Software Development Life Cycle (SDLC)
PMP or related certification
Experience supporting enterprise transformation or PMO initiatives