Principal Consultant, Change Management

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🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At Service Rocket, we are committed to the development of every Rocketeer and the trust of every customer.

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• We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

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Service Rocket is the most reliable Atlassian Platinum Solution Partner, empowering the world's leading companies to maximize the value of their technology. We specialize in complex Cloud Migrations, Enterprise Implementation, and IT Service Management (ITSM) transformations, primarily leveraging the Atlassian ecosystem (Jira, Confluence, Jira Service Management). Our success is built on a structured workstream methodology that integrates technical delivery with human-centric organizational change.

We don't just implement software; we ignite organizational transformation.

We are seeking a Principal Consultant in Change Management to 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 Service Rocket’s Atlassian Specializations:
Strategy and Planning, Cloud Migration, Service Management, Software Development, and Teamwork Foundations.

Your role is to design and execute a comprehensive change management strategy, directly applying the ADKAR model (Awareness, Desire, Knowledge, Ability, and Reinforcement) to the following key activities within Service Rocket's methodology:

• Strategy & Planning / Service Management: 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).
• Assess Impact and Plan Communication and Training: 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.
• Communicating Changes and Impacts to Stakeholders: Define clear communication channels and messaging to ensure executives, end-users, and technical teams understand the why, what, and how of the transformation.

• Execute Enablement Sessions and User Readiness
  
  Activities:
  
  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.
• Training and Support for End-Users: 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.
• Influencing and Facilitation
  
  Skills:
  
  Utilize expert facilitation skills to guide client workshops, executive steering committees, and team sessions, securing buy-in and alignment across technical and business stakeholders.

• Manage Resistance & Adoption Strategies: Proactively identify, analyze, and address resistance across all work streams. Develop targeted…