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Ascension is seeking a Change Management Specialist (ADKAR/Prosci or Equivalent Certified) to support a major Advanced Metering Infrastructure (AMI) Program Management engagement for WSSC Water. This role will help guide the organizational, operational, and people-side changes required for a full-scale AMI deployment, including readiness planning, stakeholder alignment, business process development, SOP modifications, training adoption, billing transition support, and lessons learned reporting.

Summary of Contractor Role

The Change Management Specialist will serve as the team’s organizational readiness and adoption lead, helping WSSC Water prepare its workforce, business units, and stakeholders for a new AMI operating environment. The ideal candidate will understand that AMI is not just a technology deployment. It is a customer service, billing, meter reading, field operations, training, data, and business process transformation effort.

This role requires a practical, structured change leader who can translate technical deployment activity into clear organizational impacts, readiness actions, training needs, SOP changes, and adoption strategies. The selected candidate must be able to work across program management, customer care, billing, meter reading, field operations, IT, communications, training, and leadership stakeholders to reduce resistance, clarify expectations, and support sustained adoption.

The position requires demonstrated experience leading technology-driven operational transformation initiatives. WSSC Water specifically requires the Change Management Specialist to be certified in ADKAR methodology or an equivalent change management framework.

Anticipated Day-to-Day Activities

The Change Management Specialist will be expected to:

• Develop and maintain the AMI Change Management Plan using ADKAR, Prosci, or an equivalent structured change methodology.
• Assess organizational readiness across affected business functions, including billing, customer care, meter reading, field operations, IT, communications, and program leadership.
• Identify stakeholder groups impacted by AMI deployment and document role-based impacts, adoption risks, communications needs, and training requirements.
• Lead business process development for AMI Customer Claims, Return to Utility, and Quarterly-to-Monthly Bill Conversion Phasing.
• Coordinate with the Program Manager, Customer Engagement Manager, AMI Technology and System Integration Specialist, and WSSC Water stakeholders to align change activities with the full deployment schedule.
• Analyze current-state and future-state processes and help translate operational changes into clear SOP updates, job aids, process maps, readiness checklists, and workflow documentation.
• Develop SOP modification plans for business processes impacted by AMI deployment, including billing readiness, customer inquiries, meter reading changes, field issue escalation, and post-installation support.
• Support planning for the transition from quarterly to monthly billing, including readiness tracking, QA/QC timing, staff impacts, communication needs, and adoption risks.
• Review the AMI Deployment Vendor’s training plan, training materials, and adoption support products for completeness, accuracy, usability, and alignment with WSSC Water operational needs.
• Support internal staff training delivery, including training coordination, readiness briefings, training attendance tracking, feedback collection, and post-training improvement recommendations.
• Develop stakeholder engagement materials, leadership briefings, readiness dashboards, adoption trackers, change impact assessments, and communications inputs.
• Track adoption progress, resistance themes, readiness issues, training gaps, and stakeholder concerns throughout the deployment lifecycle.
• Facilitate working sessions, interviews, readiness discussions, and feedback meetings with WSSC Water staff and project stakeholders.
• Document lessons learned and recommend practical improvements to support continuous organizational improvement during and after deployment.
• Prepare recurring status inputs for leadership reporting, including change readiness progress, adoption risks, training status, SOP completion, stakeholder feedback, and mitigation actions.
• Maintain clear documentation in Microsoft 365 tools, including SharePoint, Teams, Excel, PowerPoint, Word, and other project management or collaboration platforms used by the program.