Note: The job is a remote job and is open to candidates in USA. ECS is hiring a Change Management Analyst to support adoption, communications, and operational readiness for a newly implemented federal financial tool. The role coordinates user support and develops training, process documentation, and communications while helping route requests and improve the user experience.
Responsibilities
- Develop and execute user-adoption and change-management activities, including stakeholder communications, release communications, training support, office hours, onboarding materials, and user feedback mechanisms
- Serve as a central point of coordination for tool users, helping them understand how to submit requests, open and track tickets, identify the appropriate SME or functional owner, and use established group mailboxes and support channels
- Triage and route incoming questions, issues, enhancement requests, and requests for financial analyst support; maintain visibility into request status and identify matters requiring escalation to SMEs, team leads, product owners, or technical teams
- Develop, maintain, and improve standard operating procedures, job aids, FAQs, process flows, decision trees, templates, and knowledge-base content supporting various users
- Partner with financial analyst SMEs to document business processes, clarify roles and responsibilities, identify recurring user issues, and translate complex financial or system concepts into clear, actionable guidance
- Analyze user feedback, support trends, ticket data, and stakeholder input to identify adoption barriers, training needs, process gaps, and opportunities to improve the user experience
- Prepare concise status updates, dashboards, meeting materials, and leadership-ready summaries on adoption progress, stakeholder concerns, support demand, and outstanding actions
- Facilitate working sessions, user forums, and stakeholder meetings as needed; document decisions, action items, and follow-up responsibilities
- Ensure client-facing communications and documentation are accurate, timely, accessible, and aligned with established governance and communication standards
Skills
- Must be a US Citizen
- Must be able to obtain a Public Trust
- A Bachelors degree in a relevant field
- 7+ years of consulting experience
- Proven expertise in change management planning, stakeholder engagement, organizational readiness, and strategic communications
- Demonstrated experience supporting adoption, communications, training, and/or operational readiness for a new business system, enterprise application, or process transformation
- Experience developing clear, user-focused documentation, including standard operating procedures, job aids, FAQs, process maps, training materials, and stakeholder communications
- Strong written and verbal communication skills, with the ability to translate complex business, technical, or financial concepts for varied audiences
- Experience using the following collaboration/work-management tools: Atlassian Suite (Jira/Confluence) and SharePoint
- Ability to work independently, exercise sound judgement, manage competing priorities, and build productive relationships across organizational levels
- Experience supporting federal agencies
- DHS preferred
Benefits
- Remote work
Company Overview