ServiceNow Organizational Change Management (OCM) Specialist / Trainer

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated ServiceNow Organizational Change Management (OCM) Specialist / Trainer for a Full-Time position.

Position Overview

The ServiceNow OCM Specialist / Trainer will lead organizational change management, user adoption, and training efforts for the implementation and rollout of the ServiceNow platform. This role ensures that business users, IT staff, and stakeholders successfully transition from legacy systems (e.g., CA Service Desk) to ServiceNow through structured change strategies, communication plans, and training programs.

Key Responsibilities

Organizational Change Management (OCM)

• Develop and execute a comprehensive OCM strategy and plan
• Conduct stakeholder analysis and impact assessments
• Define and manage change readiness activities
• Identify and mitigate resistance to change
• Establish change champions network

Training & Enablement

• Design and deliver end-user and admin training programs
• Develop training materials (guides, videos, job aids, SOPs)
• Conduct live and virtual training sessions
• Support train-the-trainer programs
• Ensure role-based training across ITSM, ITAM, CMDB, and Service Portal

Communications

• Develop and execute a communication strategy
• Create email campaigns, newsletters, and announcements
• Coordinate with leadership to drive adoption messaging

Adoption & Metrics

• Define and track adoption KPIs
  • User engagement
  • Portal usage
  • Ticket resolution improvements
• Conduct post-implementation user feedback sessions

Collaboration

• Work closely with:
  • Program Manager
  • ServiceNow Architects & Developers
  • Business Analysts
  • Service Desk leadership

Minimum Qualifications

• Bachelor’s degree (Business, IT, HR, Communications, or related)
• 5–8+ years in OCM, training, or transformation programs
• Experience with ServiceNow implementations or ITSM platforms
• Experience with large enterprise or government environments
• Strong communication and facilitation skills

Preferred Qualifications

• Certification in OCM frameworks (e.g., Prosci, ADKAR)
• ServiceNow exposure (ITSM, Portal, CMDB)
Experience with tool migration (e.g., CA Service Desk
• ServiceNow)
• Familiarity with ITIL framework

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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