STARS Change Management Lead - Hybrid Role

Phoenix, AZ, United States

Requisition #1178

Roles & Responsibilities

The Arizona Department of Revenue (ADOR) is searching for a Change Management Lead to support a multi-year integrated tax system modernization project known as STARS; the state tax accounting and reconciliation system. The STARS project entails the development and deployment of a large-scale ($104M) enterprise platform for integrated tax administration. The new integrated tax system, named RevHub, will be replacing the Department’s current system of record (Taxpayer Accounting System (TAS)), the Department’s current external facing portal (AZTaxes), and various supporting systems currently in place. RevHub will result in significant enhancements and ease of use for taxpayers of all types and for the ADOR staff members that serve taxpayers. This project is being conducted in partnership with our technology vendor GCOM.

The primary responsibility of the Change Management Lead is to create and facilitate the implementation of change management strategies and plans that: maximizes employee adoption and usage of RevHub while minimizing resistance, and; maximizes positive acceptance and usage by the broad range of taxpayers that will interact with RevHub.

The Change Management Lead will play a key role in ensuring the STARS project’s change initiatives meet the objectives of an on time and on budget deployment. This person will focus on the people-side of change including facilitating the adoption of changes to business processes, systems, and technology, job roles, and organization structures.

The Change Management Lead will work to drive faster adoption, higher ultimate utilization, and greater proficiency of the changes that impact employees within ADOR and all customers that use the final product.

This position will not have supervisory responsibility.

Responsibilities will include:

Partnering with internal executives, leaders, and SMEs to develop and deploy a change management strategy focused on internal users and external customers.

Partner with ADOR to implement change management at the organizational level - Enterprise Change Management Apply a structured methodology and lead change management activities

Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan

Facilitate the integration of change management activities into project plans

Support organizational design and definition of roles and responsibilities

Assist in developing and reviewing change management success metrics

Complete change management assessments Identify, analyze, prepare risk mitigation tactics Identify and manage anticipated resistance

Support communication efforts

Support training efforts Track and report issues

Evaluate and ensure user readiness

Skills Required

Demonstrated ability to organize and support change management team deployment in complex settings

High emotional intelligence and ability to remain calm under pressure to help the team adapt to changing needs and emerging circumstances

Ability to assist with the creation of surveys and assessment at various points in the project

Ability to assist with the coordination of workforce transition activities, change promotion, and resistance response actions

Able to work effectively at all levels in an organization

Ability to work in a team and work collaboratively with and through others Proficient in Microsoft Suite (Word, Excel, PowerPoint, Project) and Google Workspace (Drive, Docs, Sheets, Slides, Chat, Mail)

Experience Required

Experience leading two (2) or more large organizational change management projects/workstreams with at least one project driven by system/automation-specific change Demonstrated experience across change management disciplines and components to include the relationships between the drivers for change and the components (process, systems, people/skills, communications, training, governance, and organizational structure)

A minimum of 5 years of facilitation experience with large and small groups, leading and supporting working sessions and meetings that drive to clear objectives At least two (2) years experience in public sector (federal, state, or local) consulting or a similar discipline

At least 10 years of project management/task management experience in projects of various sizes to support scheduling and management of the change management workstream Experience in creating and editing complex deliverables and communications, including change management plans, communication plans, and stakeholder engagement plans

Experience with evaluating program outcomes to revise plans and actions (e.g., Plan, Do, Check, Act) Experience with preparing for and delivery of “town-hall” type meetings for stakeholders explaining the status of the project, role of stakeholders, upcoming activities, and other topics

Education Required - Bachelor's Degree from an accredited university or college

Education Preferred

Master’s Degree in management, industrial/organizational psychology, business, or related field Certification in a change management discipline is desired. (AZ Department of Revenue uses Prosci principles in its change management workstream(s))

Additional Information

Candidate will be expected to attend in-office meetings and on-site engagements with various teams so local PHX candidates.

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