Principal Consultant, Change Management

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We are Service Rocket 🚀, 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. Twenty years on and counting, we’ve got your back.

We are a 20+‑year tech‑services expert of many solutions and partnerships with industry giants. Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor. Our culture rocks! You’ll join a fun‑loving and inclusive work environment that supports your professional growth and personal well‑being. 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.

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.

• 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 work streams. 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.

• 10+ years of professional experience in management consulting, organizational effectiveness, or digital transformation leadership.
• Demonstrable expertise in applying structured…