Adoption, Change, and Service Management (ACSM) Consultant - CTJ - Top Secret

The Adoption, Change, and Service Management (ACSM) Consultant is a non-technical consulting role focused on helping Microsoft’s Defense customers successfully navigate organizational, technology, and AI-enabled transformation. Operating at the program level, ACSM Consultants lead organizational change, adoption, AI readiness and governance, and service management initiatives that connect people, processes, and technology to mission and business outcomes.

ACSM Consultants work across multiple projects, services, and stakeholders to accelerate adoption and utilization of Microsoft cloud, AI, agentic AI, and emerging technologies while helping customers evolve their processes, workforce capabilities, governance, and ways of working. They also contribute to business development, pre-sales, risk management, and solution shaping in collaboration with technical teams and the broader Microsoft ecosystem.

As trusted advisors, thought leaders, and agents of change, ACSM Consultants help customers turn technology investments into sustained adoption, operational maturity, and measurable mission value.

At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth‑mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

Develop and execute organizational change, adoption, and service management strategies that accelerate adoption and effective utilization of Microsoft cloud, AI, including Microsoft 365 Copilot and agents, agentic AI, and emerging technologies.

Lead organizational and AI readiness, stakeholder impact, and change assessments, helping customers evolve workforce capabilities, roles, business and mission processes, and ways of working to successfully adopt AI and human-AI collaboration.

Design and deliver stakeholder engagement, communications, learning, enablement, champion networks, and reinforcement strategies that drive sustained adoption and organizational change.

Lead current- and future-state process mapping and translate business and mission needs into requirements, user stories, and acceptance criteria within Agile delivery.

Support the operationalization and adoption of AI, data, and information governance, including Microsoft Purview and responsible AI practices, by aligning people, processes, roles, accountability, policies, and change activities with organizational governance objectives.

Lead IT Service Management (ITSM) process design, implementation, maturity, and continual improvement initiatives that strengthen service delivery, operational readiness, governance, adoption, and customer outcomes.

Operate at the program level across multiple projects, services, stakeholders, and regions to align adoption, organizational change, AI governance, and service management activities with broader transformation objectives.

Define and use adoption, readiness, maturity, utilization, and service management measures to evaluate progress, identify gaps, and demonstrate business and mission value.

Build trusted relationships and serve as a trusted advisor and agent of change, proactively managing risks and connecting organizational change, technology delivery, governance, and customer outcomes.

Identify opportunities to expand and accelerate customer adoption and utilization of Microsoft cloud, AI, and services while contributing ACSM expertise to pre-sales, business development, and solution-shaping activities.