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Principal Consultant, Change Management

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ServiceRocket

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Location:
United States , Austin

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Category:
Consulting

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Contract Type:
Not provided

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Salary:

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Job Description:

Lead our change management workstream across the most strategic client engagements. This role is a critical force multiplier, ensuring that every technical solution we deliver is met with high user adoption, proficiency, and sustainable utilization. Your work will directly impact success across all five of ServiceRocket’s Atlassian Specializations: Strategy and Planning, Cloud Migration, Service Management, Software Development, and Teamwork Foundations

Job Responsibility:

  • 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
  • Ensure the delivery of high-quality, continuous support and reference materials
  • 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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