Digital Work – ACM Specialist

Job Description:

• Develop and execute ACM plans for Managed Services and Project clients, including communication and training plans
• Understand and work within client change management methodologies to drive successful adoption
• Collaborate with client business leaders to streamline operations and foster awareness of change strategies
• Promote client communication, program momentum, and learning
• Coordinate with internal and external technical teams on technology rollouts and adoption strategies
• Identify barriers to change and develop counter-strategies to mitigate resistance or change fatigue
• Lead change management and adoption for Microsoft 365 technologies
• Deliver and customize Microsoft 365, Copilot, and emerging-tools training for end users
• Provide personalized coaching on Microsoft 365, modern work practices, and Copilot
• Track Microsoft 365 updates and create user-facing adoption content
• Build stakeholder relationships and advise project teams on stakeholder management
• Coach and mentor senior leadership on change management practices and Change Sponsor effectiveness
• Develop talent pipelines through technical-community and industry-event networking
• Create educational and FAQ content in written, visual, and video formats
• Deliver training online, in person, and through other technology platforms
• Maintain customized online learning portals and update content as technology changes
• Analyze usage and results, create reports and action plans, and track adoption metrics
• Participate in continuous process improvement and update business processes, work instructions, and forms

Requirements:

• 5+ years of experience in change management, technology adoption, or related fields, preferably within IT or technology sectors
• Extensive experience working with Microsoft technologies, especially Microsoft 365 apps and tools
• Proven ability to deliver training, communications, and end-user adoption programs
• Strong facilitation skills with the ability to convey technical information to non-technical audiences
• Experience managing multiple client projects and task assignments in tandem
• Excellent communication and interpersonal skills; ability to build relationships with stakeholders and end users
• Analytical and problem-solving skills; detail-oriented and organized
• Familiarity with Prosci®/ADKAR or similar change management methodologies is an asset
• Proficiency in Microsoft Office programs (Word, Excel, PowerPoint) and learning management platform