Human Centered Change Manager (35043)

Human Centered Change Manager

Job Title: Salesforce Human-Centered Change Manager

Location: Remote

Clearance: Active IRS Minimum Background Investigation (MBI) Required

Methodology: Human-Centered Design (HCD) / Prosci / Salesforce Strategy

Key Responsibilities

• Empathy-Based Discovery: Conduct user research, personas development, and

journey mapping to understand how IRS employees currently interact with legacy

systems vs. new Salesforce features.

• Change Impact Analysis: Assess the organizational impact of Salesforce

deployments, identifying potential "friction points" and designing interventions to

mitigate resistance.

• Strategic Communication: Draft high-impact communication plans that translate

technical milestones into clear, mission-driven benefits for IRS leadership and frontline

staff.

• HCD Workshops: Lead co-creation sessions and focus groups to involve IRS end-users

in the design process, ensuring the final Salesforce solution solves real-world problems.

• Adoption & Enablement: Develop and execute creative training programs (e.g.,

Trailhead modules, "office hours," and champion networks) that go beyond standard

SOPs to build genuine platform fluency.

• Success Measurement: Define and track "human-centric" KPIs, such as user

sentiment, time-to-proficiency, and employee engagement, reporting back to the IRS

Program Management Office (PMO).

• Federal Fluency: Deep understanding of the IRS organizational structure and the

challenges of federal digital modernization.

• Strategic Storytelling: Ability to build compelling narratives that justify the move to

cloud-based and AI-driven workflows.

• Facilitation: Expertise in managing large-group dynamics and navigating complex

stakeholder hierarchies.

Required Qualifications

• Clearance: Must hold an active IRS MBI or Public Trust clearance.
• Experience: 6+ years in Change Management or Organizational Development, with at

least 3 years supporting Salesforce-specific transformations.

• HCD Expertise: Proven experience applying Human-Centered Design principles to IT

implementations.

• Certifications:

○ Required: Prosci Certified Change Manager or equivalent.

○ Preferred: Salesforce Certified Administrator or Business Analyst

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