Principal Consultant, Change Management at ServiceRocket

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Expertise in applying the ADKAR model (Awareness, Desire, Knowledge, Ability, and Reinforcement) to change management strategies
Experience conducting detailed change readiness assessments and impact analyses for user personas (Agents, Customers, Leaders)
Ability to develop strategic change management plans including communications, training, and sponsor alignment, tailored to scales like Teamwork Foundations rollout or complex Cloud Migration
Skills in defining clear communication channels and messaging for executives, end-users, and technical teams
Proficiency in designing and delivering role-based enablement and training sessions for workflow shifts (e.g., Jira/Confluence, ITSM processes)
Capability to provide high-quality, continuous support and reference materials post-implementation (e.g., Cloud Migration, JSM portal launch)
Expert facilitation skills for client workshops, executive steering committees, and team sessions to secure buy-in and alignment

Responsibilities

Lead the change management workstream across strategic client engagements in ServiceRocket’s Atlassian Specializations (Strategy and Planning, Cloud Migration, Service Management, Software Development, Teamwork Foundations)
Conduct detailed change readiness assessments and impact analyses, particularly for processes in Jira Service Management (JSM)
Develop strategic change management plans (communications, training, sponsor alignment) tailored to the scale of the change
Define clear communication channels and messaging to ensure stakeholders understand the why, what, and how of transformations
Design and deliver highly effective, role-based enablement and training sessions for user readiness
Ensure delivery of high-quality, continuous support and reference materials to sustain user proficiency
Utilize facilitation skills to guide client workshops, executive steering committees, and team sessions for buy-in and alignment

Skills

Key technologies and capabilities for this role

Change ManagementOrganizational ChangeUser AdoptionAtlassianJiraConfluenceJira Service ManagementITSMCloud MigrationsEnterprise Implementation

Questions & Answers

Common questions about this position

What is the employment type for this Principal Consultant role?

The position is full-time.

Is this Principal Consultant position remote or office-based?

This information is not specified in the job description.

What key skills or expertise are needed for the Principal Consultant in Change Management role?

The role requires expertise in leading change management workstreams, applying the ADKAR model (Awareness, Desire, Knowledge, Ability, and Reinforcement), conducting change readiness assessments, impact analyses, and developing strategic plans for communications, training, and sponsor alignment.

What is the company culture like at ServiceRocket?

ServiceRocket has a fun-loving and inclusive work environment that supports professional growth and personal well-being, with a collaborative mindset among its diverse Rocketeers, reflected in a 4.7 Glassdoor rating.

What makes a strong candidate for the Principal Consultant, Change Management position?

Strong candidates will have experience leading the human side of transformation in strategic client engagements, particularly in Atlassian ecosystem projects like Jira Service Management, with skills in ADKAR-based change strategies, readiness assessments, and tailored plans for user adoption.

ServiceRocket

Consulting and services for Atlassian products

About ServiceRocket

ServiceRocket offers solutions and services for Atlassian products like Jira and Confluence, including consulting, training, managed services, licensing, and apps. The company helps businesses of all sizes optimize their use of Atlassian software to improve project management and collaboration. Unlike its competitors, ServiceRocket provides a comprehensive suite of services tailored to enhance the value of Atlassian investments. The goal is to maximize productivity and efficiency for organizations using these tools.

Sydney, AustraliaHeadquarters

2001Year Founded

$270KTotal Funding

SEEDCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

Stock Options

401(k) Retirement Plan

Paid Vacation

Hybrid Work Options

Risks

Increased competition from other Atlassian partners could erode market share.

Appfire's acquisition may reduce ServiceRocket's product offerings and revenue.

Focus on Atlassian may limit diversification and long-term growth.

Differentiation

ServiceRocket bridges the consumption gap for software companies and enterprises.

It offers a comprehensive suite of services for Atlassian products.

ServiceRocket is a Global Atlassian Platinum Solution Partner.

Upsides

Increased demand for remote work solutions boosts ServiceRocket's collaboration tools.

Digital transformation trends align with ServiceRocket's integration services expertise.

The rise of low-code platforms creates opportunities for custom app development.

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