ServiceRocket · 1 month ago
Principal Consultant, Change Management
Austin, TX
Full-time
Hybrid
Lead/Staff
10+ years expServiceRocket is a global tech-enabled services company headquartered in Palo Alto, California. They are seeking a Principal Consultant in Change Management to lead change management efforts across strategic client engagements, ensuring high user adoption and sustainable utilization of technical solutions. The role involves designing and executing change management strategies, conducting assessments, and facilitating training sessions to support organizational transformation.
ConsultingEnterprise SoftwareProfessional ServicesSaaSSoftwareTraining
No H1B
Responsibilities
Conduct detailed change readiness assessments and impact analyses to understand how new processes, especially those built in Jira Service Management (JSM), will affect different user personas (Agents, Customers, Leaders)
Develop strategic change management plans (communications, training, sponsor alignment) that are tailored to the scale of the change—from simple Teamwork Foundations rollout to complex Cloud Migration
Define clear communication channels and messaging to ensure executives, end-users, and technical teams understand the why, what, and how of the transformation
Design and deliver highly effective, role-based enablement and training sessions. This includes preparing end-users for shifts in workflow associated with Software Development (e.g., transitioning to Jira/Confluence) or new ITSM processes
Ensure the delivery of high-quality, continuous support and reference materials. This is crucial for sustaining proficiency following a Cloud Migration or the launch of a new JSM portal
Utilize expert facilitation skills to guide client workshops, executive steering committees, and team sessions, securing buy-in and alignment across technical and business stakeholders
Proactively identify, analyze, and address resistance across all workstreams. Develop targeted strategies to encourage the adoption of new Atlassian tools and processes, driving high utilization rates
Continuously gather feedback and monitor key adoption metrics (e.g., ticket creation rate in JSM, Confluence usage) post-go-live. Develop immediate action plans to address dips in adoption or spikes in resistance
Define clear, measurable success metrics for change management activities, linking them directly to business outcomes (e.g., speed of delivery in software development, reduction in support costs via Service Management). Regularly report on change effectiveness and iterate the change management approach
Qualification
Required
10+ years of professional experience in management consulting, organizational effectiveness, or digital transformation leadership
Demonstrable expertise in applying structured Change Management methodologies (e.g., ADKAR, Prosci)
Proven experience in applying the ADKAR change management methodology, linking ADKAR outcomes to technical implementation milestones
Proven track record leading change initiatives specifically related to Atlassian products (Jira, Confluence, JSM), Cloud Migration, and ITSM transformation
Exceptional executive-level communication, presentation, influencing, and facilitation skills
Benefits
Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.
Stock options: you have the opportunity to participate in the ownership of the company.
Health insurance: we support you and your family–your well-being matters.
Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location.
Career pathways program: you can grow horizontally, vertically, or any way you want.
Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.
Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.
Company
ServiceRocket
ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming their businesses.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Rob Castaneda
Founder/CEO
Joy Mbanugo, J.D., MAcc.
Chief Financial Officer
Recent News
MarketScreener
2025-06-21
2025-06-21
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