Change Management Specialist I (#MAID01)
$51,858.00 Yearly Min / $64,822.00 Yearly Mid / $77,786.00 Yearly Max

Change Management Specialist II (#MAID02)
$58,719.00 Yearly Min / $73,399.00 Yearly Mid / $88,079.00 Yearly Max

Change Management Senior Specialist (#MAID03)
$66,489.00 Yearly Min / $83,111.00 Yearly Mid / $99,733.00 Yearly Max

Change Management employees provide people and process focused change management strategies and plans to achieve desired benefits from operational changes, business process, and program enhancements.  Primary work includes leading and guiding the transition from the current state to future state through change readiness evaluations, plans, communications, and engagements that maximize the chance to achieve successful project and process improvement outcomes. 

Employees apply a structured approach to Organizational Change Management (OCM) to increase the adoption of solutions by addressing barriers in communication, project management strategy, and benefits realization.  The range of operational enhancements and projects the employee is involved in may vary widely in terms of functional areas, relying heavily on the guidance of the appropriate business process owners and subject matter experts. Work often includes reviewing, evaluating, and determining specific courses of action to be taken, through collaboration with a wide array of stakeholders including, but not limited to, project teams, customers, business process owners, management, and end users.  Work is performed in compliance with agency, state, and federal laws, rules, regulations, standards, policies, and procedures.  In addition, Change Management employees may oversee or supervise the work of employees in other class series.  

Work is distinguished from other classes with change management components by the scope and impact of work performed as well as the methodologies applied.  Employees perform change management work on behalf of an entire agency or enterprise impacting multiple divisions and/or agencies statewide.  Therefore, Change Management employees are typically assigned to the agency or state level, but may also be assigned to a large, complex division.  Work requires an in-depth knowledge of change management methodologies and related methods, tools, and best practices such as: 

• Change Management life cycle methodologies including the ADKAR model
• Strategic communication plans and presentation development
• Structured stakeholder and sponsorship analysis
• Project Management Institute principles for effective project management
• Implementation of innovative solutions to resistance and other complex problems regarding the change in focus
• Change readiness barrier analysis with recommended activation strategies and tactics
• Guiding and coaching leaders and sponsors to establish and maintain the commitment necessary for a change program
• Working with project teams to identify and assess customers in the context of change being introduced to measure and positively reinforce customer impact
• Assessment of stakeholder change readiness and resistance challenges and developing applicable mitigation strategies

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, employees can complete job duties of a similar kind not specifically listed here.

• Develops, maintains, and executes strategic change management strategies and plans including specific collateral and creative communication methods to maximize adoption of solutions and successful outcomes.

• Partners and collaborates with a wide array of stakeholders including, but not limited to, project teams, customers, business process owners, management, and end users to develop comprehensive Organizational Change Management (OCM) strategies and plans that consider the vision, benefits, opportunities, and problems, and creates a clear transition plan from the current state to future state. 

• Evaluates change impact and user readiness; identifies issues, risks, and potential resistance; and recommends resolutions or action plans. 

• Maintains effective communications which includes delivering high quality, customized, and targeted communications and presentations.

• Develops training, templates, policies, and procedures with internal stakeholders to guide and reinforce organizational changes.

• Selects, tailors, and utilizes change management methods, tools, and techniques. 

• Measures change management effectiveness by regularly evaluating success, opportunities, and risks through studies, assessments, or surveys.

• Conducts and develops stakeholder analysis artifacts.

• Guides and coaches leaders and sponsors to establish and maintain the commitment necessary for a change program.  

• Works with project managers, stakeholders, and vendors (contractors) to integrate change management practices into project plans. 

• Creates feedback mechanisms to assess user satisfaction, usage patterns, lessons learned, and areas for improvement to refine and enhance strategies.

• Travels to various state office locations within Delaware as required.

• Prepares a variety of statistical, narrative, and other status or progress reports.

• Communicates and interacts effectively with people across cultures, ranges of ability, genders, ethnicities, ages, and races.

• Performs other related duties as required.

The level of work for a Change Management Specialist progresses based on an employee’s independence, size and scope of responsibilities, complexity of duties, decisions made, and required experience.

This is first level change management providing people and process focused strategies and plans to achieve desired benefits from operational changes, business process, and program enhancements.  Employees independently perform the full range of Essential Functions with minimal supervision and are well-versed in the assigned agency’s business needs, operations, goals, and objectives.  Work includes developing a comprehensive change management strategy tailored to the specific needs of project and program portfolios.

• Receives minimal supervision from a technical or administrative supervisor; the supervisor defines objectives, priorities, and deadlines and assists the employee with unusual situations.
• Provides guidance and consultation on intermediate-scale enhancements and projects, ensuring the appropriate level of OCM is planned, communicated, executed, and measured.
• Plans, prioritizes and defines the scope of change management strategies and plans, including selecting appropriate change management tools, methods and techniques.
• Analyzes and resolves complex or sensitive issues, risks, or challenges, determines impacts, and presents results to a wide array of stakeholders including, but not limited to, project teams, customers, internal or external management, or stakeholders.
• Leads effective communications that clearly articulate the change, the rationale behind it, and benefits to operations/user experience.
• Leads paraprofessional, professional, or administrative support staff by assigning, monitoring, and reviewing work and providing on-the-job training, guidance, and direction; may lead a project team.
• May supervise casual/seasonal and/or contractual staff; may also supervise two or more merit full-time positions* (*lower-level positions, not in this Change Management class series). The elements of supervision include performing the following on a regular and continuing basis:  planning, assigning, reviewing, evaluating, coaching, training, disciplining, and recommending hire, termination, and promotion. 
• Communicates effectively with technical and non-technical teams, key stakeholders, contractors, or others to identify and resolve issues, risks, and challenges; prepares and executes a communications plan. 

This is expert level change management providing people and process focused strategies and plans to achieve desired benefits from operational changes, business process, and program enhancements.  In addition to work performed at the Change Management Specialist I level, employees independently perform complex work with minimal supervision for a variety of large-scale enhancements and projects and provide skilled change management support and leadership to resolve problems and ensure successful implementation.  Examples of factors contributing to complexity include facilitating and managing diverse change management strategies and plans, aligning objectives with operational objectives, having ongoing operational responsibilities to address issues related to change management as they arise, and defining a wide range of requirements to cover the features and functionalities needed across the enterprise to solve specific, critical, business challenges at a departmental or enterprise scale.

• Receives minimal supervision from a technical or administrative supervisor; the supervisor defines objectives, priorities, and deadlines and assists the employee with unusual situations.
• Serves as a change management expert to management, peers, and others, providing technical guidance, consultation, and recommendations on large-scale enhancement and project needs, issues, or challenges that may have not been encountered before, requiring complex interpretation of state and federal laws, rules, regulations, standards, policies, and procedures, and considering past decisions and precedents. 
• Directly influences management decisions and direction by aligning organizational change management goals with agency or state-level goals or strategic plans.
• Designs and implements strategies to handle and mitigate resistance to change and other issues.
• Creates and interprets statistical, narrative, and status or progress reports, develops risk, issue, and change control plans, and leads in the resolution of findings in these areas. 
• Interprets change management objectives, metrics, and other findings to identify systemic opportunities for alignment throughout state government.  Makes recommendations to management based on findings.
• Communicates effectively with technical and non-technical teams, subject matter experts, key stakeholders, contractors, or others to explain complex recommendations, influence management decisions, prioritize projects and improvements, and identify and resolve the most complex issues and risks.

This level manages the successful delivery of people and process focused change management strategies and plans across a wide range of focus areas for state agencies and related stakeholders in alignment with the organization’s strategy, mission, goals, and objectives.  This role anticipates emerging trends and/or risks as a basis for recommending large-scale change initiatives.  Work is distinguished from previous levels by managing and making decisions on behalf of an agency or at the state level as a change management expert with significant input at the strategic policy level.  Employees ensure the development and refinement of change management strategies that increase the value of operational investments and business process redesign efforts.  Employees at this level work as a peer with other Project Management, Business Analysis, and/or Lean Continuous improvement professionals.

• Receives general direction and guidance from an administrative supervisor or higher in terms of broad goals and objectives; employee establishes the methods for achieving goals and objectives and manages daily operations.
• Manages a change program on behalf of an agency or at the state level which includes the development, implementation, supervision, evaluation, and oversight of comprehensive OCM strategies and plans including enhancement and project implementation and ensuring goals and objectives are met.
• Has authority to make decisions in change management areas that impact operations; work is performed independently with only the most complex matters requiring review and approval by administration.
• Participates in the development and implementation of strategic initiatives, operations, policies, procedures, and systems to meet change management needs and requirements.
• Effectively leads meetings, and develops and presents details to leadership and stakeholders, on status, progress on goals, risk analyses, stakeholder engagement and communications plans.
• Participates in Request for Information (RFI)/Requests for Proposals (RFP) meetings and other work groups and provides ongoing vendor management support, ensuring that project requirements and milestones related to communications and organizational change management are being delivered by contractors. 
• May supervise two or more merit full time positions. The elements of supervision include performing the following on a regular and continuing basis:  planning, assigning, reviewing, evaluating, coaching, training, disciplining, and recommending hire, termination, and promotion. 
• Communicates effectively with technical and non-technical teams, subject matter experts, key stakeholders, contractors, or others to make decisions on complex challenges, provide policy direction, and ensure all continuous improvement needs and objectives are met.

The listed knowledge, skills, and abilities give a general indication of the core requirements for all positions in the class series; therefore, the KSAs listed are not exhaustive or necessarily inclusive of the needs of every position in the class.   

•  Knowledge of change management lifecycle methodologies, emerging trends, best practices, and tools.
• Knowledge of project management principles.
• Knowledge of organizational structure, operations, and associated business processes of assigned agency/enterprise including applicable laws, rules, regulations, standards, policies, and procedures.
• Skill in leading OCM strategies and plans with agency and/or statewide impact.
• Skill in applying advanced change management methods, tools, and techniques, and conducting stakeholder analysis. 
• Skill in identifying and analyzing issues, risks, and potential resistance to change and recommending solutions based on best business practices and assessments.
• Skill in using project management software and automated information systems to research, review, evaluate, and report on data.
• Skill in effective communication both orally and in writing and making presentations.
• Ability to prepare and execute communications and engagements that maximize adoption of change and successful transitions.
• Ability to establish and maintain effective working relationships.
• Ability to lead, coach, and mentor individuals and teams and foster collaboration.
• Ability to apply analytical and problem-solving methods and techniques and use sound judgment to reach logical conclusions.
• Ability to set goals and meet deadlines in a fast-paced environment.
• Ability to provide on-the job training, guidance, and direction to staff.

• Skill in applying project management principles.
• Skill in providing guidance, consultation, and recommendations requiring change management expertise.
• Skill in designing, prioritizing, and leading complex and large-scale enhancements and projects that meet the State's mission, goals, and objectives.
• Skill in anticipating and resolving challenges and addressing risk. 
• Skill in analyzing and resolving the most complex needs and challenges by applying various methodologies and consulting with other technical and non-technical experts.
• Skill in analyzing broad impacts of decisions on agency or state processes, products, and services, and recommending alternatives or solutions. 
• Skill in the collection, analysis, evaluation, and presentation of data from a variety of sources.
• Ability to apply a multi-faceted approach to define change management strategies and plans. 
• Ability to work collaboratively with senior executives and project sponsors on planning communications strategies and presentation development.

• Knowledge of developing short- and long-range strategic plans.
• Skill in managing organizational change programs. 
• Skill in managing the full lifecycle of change management and related resources that meet the State's mission, goals, and objectives.
• Skill in developing and making presentations to leadership and stakeholders on enhancement/project status, progress, resolving issues, risks, and challenges.   
• Skill in supervising project teams and/or staff.
• Ability to resolve conflict and reach consensus.
• Ability to recognize and integrate diverse or conflicting priorities.
• Ability to manage complex, cross-functional stakeholder alignment and issue resolution.
• Ability to oversee the integration of change management into overarching business analysis, improvement, and project management strategies and plans. 

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Completion of a state-approved continuous improvement training program OR completion of a professional change management certification such as Prosci Certified Change Practitioner (or other formal change management credential).
2. Three years’ experience in performing change management and continuous improvement work to develop change readiness assessments and plans within organizations using methodologies, tools, and standards such as the Awareness-Desire-Knowledge-Ability-Reinforcement (ADKAR) model, Proxima tool, Microsoft Planner, stakeholder analysis, and associated change management methodologies.
3. Two years’ experience in project management such as planning, scheduling, staffing, coordinating, controlling, monitoring, evaluating and reporting on the status of projects.
4. Two years’ experience in conducting data analysis, statistical modeling, impact or root cause analysis and recommending improvements based on findings.
5. One year of experience in designing, prioritizing, and defining the scope of change management analyses, studies, or projects including selecting appropriate change management methods and tools.