Role Description Gritter Francona is looking for a Change Management Specialist that will be responsible for planning, coordinating, and implementing organizational change management activities that support the Veterans Health Administration (VHA) Veterans Family Member Program (VFMP) Modernization Portfolio. This role ensures that modernization initiatives are successfully adopted by preparing stakeholders, minimizing operational disruption, and facilitating the transition to new business processes, technologies, and ways of working. The Change Management Specialist collaborates with Government leadership, Integrated Project Teams (IPTs), project managers, business owners, technical teams, vendors, and end users to develop and execute change management strategies that promote stakeholder engagement, communication, training, and user adoption. The role supports modernization efforts that improve operational efficiency, scalability, and service delivery while ensuring sustainable implementation across VFMP operations. Key Responsibilities - Develop, implement, and maintain organizational change management strategies that support the successful delivery of modernization initiatives across the VFMP Modernization Portfolio. - Assess organizational readiness and identify potential impacts associated with new technologies, business processes, and modernization initiatives. - Develop change management plans that address stakeholder engagement, communications, training, user adoption, resistance management, and transition activities. - Collaborate with Government stakeholders, Integrated Project Teams (IPTs), project managers, business owners, and technical teams to ensure change management activities are integrated into project planning and execution. - Develop and execute communication strategies that provide timely, accurate, and consistent information regarding modernization initiatives, project milestones, system changes, and implementation activities. - Create communication materials, user guides, presentations, job aids, training materials, frequently asked questions, and other documentation supporting organizational change. - Coordinate and support training activities to prepare end users for new systems, business processes, and operational procedures. - Identify organizational risks associated with change initiatives and recommend mitigation strategies to minimize disruption to business operations. - Monitor stakeholder engagement and user adoption through surveys, feedback mechanisms, performance metrics, and readiness assessments. - Measure and report the effectiveness of change management activities using established Key Performance Indicators (KPIs) and other performance measures. - Support modernization initiatives designed to improve efficiency across high-volume business operations, including: - Beneficiary enrollment - Claims adjudication - Appeals processing - Benefits coordination - Care coordination - Pharmacy support - Nurse review - Processing of non-standard customer requests - Collaborate with technical teams supporting Electronic Data Interchange (EDI) implementation to ensure organizational impacts of provider, eligibility, and claims transaction changes are effectively communicated and incorporated into training and adoption strategies. - Promote continuous improvement by identifying lessons learned and recommending enhancements to change management processes, communications, and stakeholder engagement approaches. Qualifications - Bachelor's degree - Previous experience supporting the VHA or other government agency - Organizational change management principles, methodologies and best practices Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Short Term & Long Term Disability - Training & Development

• Lead customers through onboarding and implementation, from early discovery through to launch. • Build on early discovery carried out with our solution specialists, capturing functional requirements and existing processes, so customers experience a seamless transition into onboarding • Configure systems to support customer needs, working calmly through complexity where required. • Support customers through change, recognising that new systems and processes can feel daunting. • Design and maintain clear, practical learning and implementation resources (guides, walkthroughs, solution definitions, SOPs). • Turn recurring customer questions and challenges into reusable documentation, learning collateral and system improvements. • Reduce reliance on live granular training by enabling customers to self-serve confidently, freeing up more time to focus on more complex areas of the implementation. • Continuously improve onboarding materials based on customer feedback, usage patterns, and evolving product capabilities. • Deliver tailored training sessions where they add the most value, focusing on outcomes, not just features. • Provide thoughtful support during critical moments, using good judgment to resolve, escalate, or enable as appropriate. • Work alongside the wider Customer Success Team to triage and respond to support requests, always aiming to empower customers rather than create dependency. • Work closely with internal teams, including business analysis, engineering and product, to surface trends, risks, and opportunities for improvement. • Translate customer experience into clear insights that help improve our products, processes, and learning materials. • Contribute to a calm, collaborative team culture that values ownership, clarity, and continuous improvement.

• Oversees the implementation of multiple and concurrent small to medium projects to customers across verticals (K12, Corporate and Higher Education) • Takes the lead in determining client requirements and translating them into operational plans • Takes the lead in determining client’s technical readiness and plan software installation and configuration • Propose, design, develop and deploy standard products as well as custom technical solutions • Design, configure, deploy and test integration solutions between enterprise systems such as the D2L suite of products and Student Information Systems and Human Resources Systems • Keep up to date with new technology trends to help facilitate client learning solutions • Maintain familiarity with D2L Web Services APIs to help clients develop custom integrations • Develops and manages project schedules and budgets and obtains appropriate client and D2L approvals/signoffs • Plans, schedules, monitors, and reports on activities related to the project; including financial health and status of the project; all risks, issues, changes; deliverables; etc. • Undertakes regular status review meetings among members of the project team and clients • Prepares and/or presents project status reports to various levels within management and the client • Develops project control and reporting procedures and manages changes in operational plan, including adherence to legally binding requirements and best practices • Identifies and assesses risks, severity and impacts by applying company procedures and methodology • Determines and implements risk mitigation strategies, communicates risk to client and internal to D2L as appropriate. • Effectively interacts with internal and external stakeholders to achieve cooperation through the creation of communication plans • Manages client's expectations; understands client's point of view & needs while keeping D2L's interests in mind • Promotes a Win/Win attitude with the client; follows up and follows through on commitments responsibly • Works with their leader and project teams on post-project reviews/lessons learned • Leverage AI project management tools to enhance scheduling accuracy, forecast project trends, identify potential risks, and streamline documentation. • Continuously explore AI-assisted innovations that enhance productivity, reduce manual effort, and support data-driven decision making across the project lifecycle.

Role Description The role is based in Melbourne, Australia, and the company works remotely. This role exists to ensure customers are onboarded smoothly and confidently using the risr/ platform for high-stakes assessments. - Guide customers through onboarding and implementation of assessment solutions. - Work closely with customers to understand their goals and processes. - Support customers through change and configure the platform to meet their needs. - Create clear, solution-focused documentation and learning resources. What you’ll be doing - Customer onboarding & implementation: - Lead customers through onboarding from early discovery to launch. - Capture functional requirements and existing processes for seamless transitions. - Configure systems to support customer needs. - Support customers through change. - Learning, enablement & documentation: - Design and maintain practical learning and implementation resources. - Turn recurring customer questions into reusable documentation. - Reduce reliance on live training by enabling self-service. - Continuously improve onboarding materials based on feedback. - Training & support: - Deliver tailored training sessions focusing on outcomes. - Provide thoughtful support during critical moments. - Work with the Customer Success Team to respond to support requests. - Collaboration & improvement: - Work closely with internal teams to surface trends and opportunities. - Translate customer experience into insights for improvement. - Contribute to a calm, collaborative team culture. What success looks like - Customers onboard smoothly and feel supported. - Users understand how to use the platform confidently. - Clear documentation reduces friction and support tickets. - Customers feel trusted and well cared for throughout their journey. Qualifications - Experience delivering software system training or onboarding for end users. - Ability to explain complex concepts clearly. - Clear and confident communication in written and spoken English. - Natural curiosity about customer goals and challenges. - Confidence in learning new systems and navigating technical details. - Strong problem-solving skills and a calm approach to troubleshooting. - Experience creating user-focused learning materials. - Comfort handling sensitive information in line with GDPR. - Ability to work autonomously while collaborating openly. - A curious, experimental relationship with AI. Requirements - Experience working with SaaS products and customer implementations. - Exposure to education, training, or assessment environments. - Experience supporting customers through change management. - Familiarity with agile or digital transformation projects. - Experience using tools such as Zendesk or Monday.com. Benefits - Fully remote working. - Freedom to choose your equipment and learning. - A high-trust, low-bureaucracy environment. - Open-book finances and full salary transparency. - Generous salary, enhanced parental leave, and profit share. - £1,200 annual health and wellbeing allowance. - Confidential mental health support. - Paid for internet and mobile phone. - Truly flexible working hours. - No set annual leave limit; expected to take at least 28 days. - 25% of the company's profits are shared equally across the global team. How we hire - Application Review: Submit your application by 9th August 2026. - Stage 1: The Intro (Remote): A quick video submission by 19th August. - Stage 2: The Group Collaboration (Remote): A practical team interview on 2nd September 2026. - Stage 3: The Deep Dive (Remote): An interview in the week beginning 7th September 2026. - Stage 4: The Final Meetup (In-Person): A face-to-face meeting with Australia-based team members.