Organizational Change Management (OCM) Analyst

We are seeking a highly organized and execution-oriented Organizational Change Management (OCM) Analyst / Coordinatorto support a Global IT Service Management (GITSM) transformation program. The program is establishing standardized global ITSM processes and a unified ServiceNow platform across the Americas EMEA Japan and EAGS.

The contractor will work under the direction of the GITSM OCM Lead and collaborate with Program Management Regional ITSM Leads Global Process Owners ServiceNow delivery teams business stakeholders and Accenture OCM advisors. The role will provide hands-on support for stakeholder engagement communications training coordination readiness adoption tracking UAT Go-Live and Hypercare activities.

Project Leap includes global process and platform changes affecting both end users and IT support teams. The contractor will support change activities associated with rolling out of the Global IT Service Management platform with the following capabilities:

• Incident Problem Change Request and Knowledge Management processes.
• Service Portal Service Catalog user feedback surveys and AI-enabled self-service experiences.
• CMDB foundation ITOM / AIOps capabilities reporting integrations and automation.
• Global process standardization regional adoption and transition to the target GITSM operating model.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• 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.