Organizational Change Management (OCM) Analyst

About the role

Stefanini Group is seeking an Organizational Change Management (OCM) Analyst to support a Global IT Service Management (GITSM) transformation program for a globally recognized company. The role provides hands‑on support for stakeholder engagement, communications, training coordination, readiness, adoption tracking, UAT, Go‑Live, and Hypercare activities within a program that is standardizing global ITSM processes and implementing a unified ServiceNow platform across the Americas, EMEA, Japan, and EAGS.

Responsibilities

• Communications and Stakeholder Engagement: Support execution of the GITSM communication and stakeholder engagement plan across regions and functions; maintain the stakeholder register, communication calendar, audience segmentation, distribution lists, and engagement tracker; draft leadership messages, project updates, email campaigns, FAQs, announcements, town hall content, and Go‑Live communications; coordinate reviews, translations where required, approvals, and distribution with global and regional stakeholders; support regional change networks, change champions, and stakeholder feedback activities.
• Training and User Readiness: Coordinate training for end users, fulfillment teams, Service Desk personnel, process roles, and other impacted groups; maintain the training schedule, audience roster, invitations, attendance records, completion status, and follow‑up actions; assist with training materials, quick‑reference guides, job aids, FAQs, knowledge content, and recorded‑session coordination; coordinate updates to materials arising from UAT feedback, solution changes, or approved process decisions; support preparation and maintenance of the Operational Readiness Guide for in‑scope processes.
• Readiness, Adoption, and Reporting: Administer business and operational readiness assessments and consolidate results across regions; maintain readiness dashboards and track communications, training completion, stakeholder engagement, user feedback, and adoption indicators; identify gaps, overdue actions, regional dependencies, and OCM risks for escalation to the OCM Lead and PMO; prepare concise weekly OCM status reports, leadership summaries, and decision or action logs.
• UAT, Go‑Live, and Hypercare Support: Coordinate UAT awareness, participant communications, training alignment, reminders, and feedback consolidation; support Go‑Live readiness checkpoints, cutover communications, launch materials, and stakeholder briefings; monitor and consolidate user feedback during Hypercare, identify recurring themes, and route actions to the appropriate owner; support issue communications, frequently asked questions, office hours, lessons learned, and post‑Go‑Live adoption reporting.
• OCM Project Coordination: Maintain the integrated OCM workplan, deliverable tracker, RAID items, dependencies, meeting notes, and action log; coordinate OCM workshops, leadership briefings, regional sessions, town halls, training events, and readiness reviews; work closely with the GITSM PMO, Process Governance, Platform, Service Management, regional teams, and Accenture advisors; ensure OCM activities remain aligned with design, build, testing, deployment, and Hypercare milestones.

Requirements

• Approximately 3‑7 years of experience in organizational change management, change communications, training coordination, PMO, or enterprise transformation.
• Hands‑on experience supporting a large‑scale technology implementation or digital transformation.
• Demonstrated ability to create polished stakeholder communications, presentation materials, trackers, and status reports.
• Strong organizational skills, attention to detail, and ability to manage multiple deadlines and stakeholders.
• Excellent written and verbal communication skills in English.

Qualifications

• Experience with ServiceNow implementations or IT service management transformation.
• Working knowledge of ITIL practices and ITSM processes.
• Experience supporting global, geographically dispersed, or multicultural teams.
• Experience in pharmaceutical, healthcare, life sciences, or another regulated environment.
• Exposure to UAT, Go‑Live, Hypercare, readiness assessments, training operations, and adoption measurement.
• OCM certification or familiarity with a recognized change framework is beneficial but not required.

Skills

• Advanced proficiency with Microsoft PowerPoint, Excel, Word, Teams, and SharePoint.