G'day!
We are ServiceRocket🚀, 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 ServiceRocket, 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.
Why is ServiceRocket the place for you 🧡
- 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.
Visit our website to learn more and become a part of our Rocketeer Nation.
About ServiceRocket
ServiceRocket 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.
The Opportunity: Lead the Human Side of 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 ServiceRocket’s Atlassian Specializations: Strategy and Planning, Cloud Migration, Service Management, Software Development, and Teamwork Foundations
Key Responsibilities: The Change Management Workstream Leader
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 ServiceRocket's methodology:
I. Assessment, Planning, and Strategy
- 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.
II. Execution and Enablement
- 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.
III. Monitoring, Adoption, and Sustainment
- Manage Resistance & Adoption Strategies: 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
- Monitor Adoption and Address Resistance: 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
- Measure Change Effectiveness and Adjust as Needed: 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.
Required Experience & Competencies
- 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.
