Senior Change Management Specialist : 26-01260

Primary Skills:

Communication (Expert), Drafting (Proficient), Simplifying Technical (Advanced), Change Management (Expert), Technical Support (High)

Contract Type:

W2

Only Duration:

7+

Months Location:

Santa Clara, CA Pay Range:

$55 - $57 on W2

Job Summary:

This role is for a Senior Change Management Specialist focused on the AMER region's Technical Support organization, spearheading transitions during system shifts and process optimizations. The specialist will ensure support teams are prepared and empowered, acting as a bridge between technical leads and frontline staff to maintain stability and clarity. The position requires strong communication, drafting, organizational, and empathy skills.

Key Responsibilities:

Draft and update comprehensive Change Management plans for Technical Support teams. Develop clear "What's Changing" guides, readiness checklists, and internal playbooks. Build, publish, and track regional enablement modules to ensure team readiness. Monitor platform adoption and stability during system shifts, intervening as needed. Identify and document test cases for CRM Integration testing and track their execution.

Must-Have Skills:

Exceptional communication and drafting skills, with the ability to simplify technical jargon. Strong organizational skills, with proven experience tracking project milestones and progress. High empathy and the ability to advocate for the frontline support experience.

Domain/Industry Experience:

Technical Support or similar customer-facing operations, particularly within contexts involving system integrations or mergers.

ABOUT AKRAYA

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