Organizational Change Management Consultant

Location: Washington, DC
ERPi is currently seeking a full-time Organizational Change Management Consultant to provide onsite support at our Washington, DC site.

The Role:
ERPi has been awarded a contract with the Department of Veterans Affairs (VA) to provide Organizational Change Management (OCM) support in a highly collaborative, multi-contractor environment.  The program was established to provide on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner through a multi-channel virtual self-service and call center processing framework. This framework is aimed at enabling clients to find uniform information about VA’s benefits and services regardless of the access channel used to complete their transactions with VA. It allows for quick identification of Veterans without having to repeat information and will allow Veterans seamless access to multiple VA service lines.

This program supports enterprise programs and applications to include VA Call Centers, VA Contact Centers, CRM Enterprise Platform Support systems and integrations, Knowledge Management, Telephony implementations and enhancements, Interactive Voice Recognition (IVR), and self-service capabilities.
The Organizational Change Management (OCM) Consultant will partner with a VA Organizational Change Management Lead, the Programs enterprise leads, and key stakeholders across the department to support enterprise contact center modernization.  The OCM consultant will bring rich OCM experience -- preferably in Healthcare and with call/contact center environments.  The candidate will guide the creation and execution of change management strategies that will drive the smooth adoption of new features and capabilities that will be deployed in support of a VA contact center structure.  The OCM consultant will help VA realize a higher performing call center that achieves financial goals, service level objectives, and meet customer and organization needs.  In addition, this select candidate will:

  • Support the VA's Project Team with improving/increasing the adoption rate of new business practices and solutions across the targeted contact center to improve the experience of VA employee as well as the Veteran caller;
  • Ensure timeliness of messaging, maximize end-user awareness, understanding, advocacy and adoption;
  • Facilitate Change Management meeting, trainings, conduct listening and/or design sessions, and develop and analyze survey results;
  • Support Change Management activities during all project management phases
  • Embrace a high-profile project and the tempo that comes with it; and
  • Bring executive-ready and advanced interpersonal, written and verbal communication skills along with well-developed problem solving, critical thinking, analytical and leadership skills.
  • Please note: this is an on-site contract in Washington, DC.  The contract does permit regular, limited telework
Required Skills and Experience:
We are looking for an Organizational Change Management (OCM) Consultant with more than 8 years of proven OCM expertise and experience in support of medium to large scale IT transformation projects, providing strategic and advisory consulting services at the executive, operating and field level, preferably in the healthcare vertical and in call/contact center environments.  Required skills and experiences include:

  • 8yrs+ of experience and a Bachelor’s degree
  • An expert understanding of change management methodologies and the change process to include extensive experience in ADKAR Change Management Model (Prosci methodology), Kotter Change Management Models and Change Process
  • Supporting government clients in a strategic planning role
  • Developing and/or implementing a strategic action plan
  • Change management supporting medium to large scale IT transformation projects
  • Consulting experience with a major consulting firm preferred
  • Experience on at least two full lifecycles, multi-year, strategic IT initiative
  • Experience with OCM in web and telephony self service functions a plus
  • Experience supporting Learning Development and Delivery
  • Executive-level oral and written communications (briefings, presentations, and strategic documentation)
  • A solid understanding of Scaled Agile Framework, mobile technologies and Federal cloud computing
Desired Skills and Experience:
  • 6yrs+ of experience and Master's Degree
  • CCMP – Certified Change Management Professional
  • Project Management Professional (PMP), Certified Scrum Master (CSM) or PM related certification(s) is a plus
  • Knowledgeable of the Project Management Book of Knowledge (PMBOK) and Project Management Institute (PMI) best practices in the customer environment
  • Experienced supporting large scale and transformational programs and projects (annual IT budget greater than $25M)
  • Knowledge of contact center solutions to include customer relationship management (CRM), knowledge management (KM), and workforce management (WFM)
  • Experience with commercial off the shelf technologies -- preferably, this includes Microsoft Dynamics and Salesforce
  • Knowledgeable at accomplishing call center human resource objectives to include recruiting, selecting, orienting, training, assigning, and coaching; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
  • Maintains professional and technical knowledge by tracking emerging trends in OCM; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.     
  • Experience with cloud, managed services, and advanced analytics is a plus
  • Knowledgeable of the Software/System Development Lifecycle (SDLC)
  • Knowledgeable of the Agile software development methodology
Clearance: Public Trust

ERPi, a Service-Disabled Veteran Owned Small Business (SVDOSB) specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.  ERPi’s compensation and benefits plan are designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, awards to recognize exceptional performance immediately, customized health plans, and charitable donation matching, in addition to competitive base salaries.
EEO Statement:
It has been and will continue to be a fundamental policy of ERPi not to discriminate on the basis of race, color, religion, sex, gender, sexual orientation, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status, or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.
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