OCM & Digital Adoption Consultant

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Support the delivery of Organizational Change Management (OCM) and Digital Adoption activities within SAP S/4HANA transformation programs. Working under the direction of the OCM & Digital Adoption Lead, this role focuses on executing change management plans, building training and communication content, configuring and troubleshooting digital adoption tools (WalkMe, Synthesia), and tracking adoption metrics. The consultant operates hands-on across workstreams, ensuring deliverables are produced on time, aligned with SAP Activate phases, and tailored to end-user needs. The consultant brings advanced knowledge of Digital Adoption Platform (DAP) tools and applies design thinking and structured problem-solving to adapt standard frameworks to each client’s context. Exposure to AI-driven adoption tools and a willingness to learn and apply them is expected.

Key Accountabilities

• Business Transformation, Change Management & Digital Adoption

·       Execute change management activities as defined in the OCM strategy and project plan, aligned with SAP Activate phases.

·       Support the preparation and maintenance of Change Impact Analyses by gathering input from functional workstreams, documenting impacts by role and process area, and adapting standard CIA frameworks strategically per client context.

·       Contribute to stakeholder analyses and help maintain stakeholder maps and engagement trackers.

·       Build and configure digital adoption content within SAP using tools such as WalkMe — including walkthroughs, smart tips, onboarding flows, task lists, and in-app communication — with advanced content editing skills across each DAP tool.

·       Assist in designing workflow mapping in WalkMe, ensuring guidance flows align with configured SAP business processes.

·       Troubleshoot uncommon DAP errors independently, identify root causes, and take corrective action without waiting for escalation.

·       Maintain and update Adoption Dashboards, pulling data on user engagement, proficiency, and process completion rates for review by the Lead.

·       Coordinate with SAP Functional Consultants, BPOs, and SMEs to validate that in-app guidance accurately reflects configured business processes

• Stakeholder Engagement & Communication

·       Draft communication materials (emails, newsletters, intranet posts, FAQs, video scripts) aligned with the communication plan and approved messaging, demonstrating precise stakeholder communication.

·       Support the coordination of change agent networks — scheduling meetings, preparing materials, and tracking action items.

·       Assist in preparing executive-level presentations and SteerCo updates under the direction of the OCM Lead.

·       Facilitate feedback collection from end users and change agents, consolidating insights for the Lead to act on.

• Training & Enablement

·       Develop training content — including e-learning modules, simulation exercises, quick reference guides, job aids, and video content (e.g., Synthesia) — based on the training needs assessment and curriculum defined by the Lead.

·       Support the execution of Train-the-Trainer sessions by preparing materials, managing logistics, and tracking participant readiness.

·       Build blended learning assets tailored to roles and proficiency levels, incorporating WalkMe interactive guidance where applicable.

·       Coordinate training logistics across multiple geographies and languages, including scheduling, room booking, system access, and participant tracking — managing own workload efficiently to avoid impact on project delivery timelines and commercials.

·       Maintain the training content repository, ensuring version control and alignment with the latest SAP configuration.

Measurement & Continuous Improvement

·       Collect and consolidate adoption data (training completion, WalkMe usage analytics, support ticket trends) into reporting templates.

·       Flag emerging adoption risks or resistance patterns to the OCM Lead with supporting data and a recommended course of action.

·       Contribute to lessons-learned sessions and post-go-live retrospectives with structured observations.

·       Support hypercare activities by monitoring user issues, triaging adoption-related tickets, and updating guidance content as needed.

Key Competencies & Skills

• OCM Methodology: Working knowledge of ADKAR, SAP Activate OCM tasks, and change impact analysis techniques. Able to adapt standard frameworks strategically per client context.
• Digital Adoption Tools: Advanced knowledge of DAP tools. Hands-on ability to build, edit, and configure WalkMe content (walkthroughs, smart tips, launchers, workflow mapping). Able to troubleshoot uncommon DAP errors and resolve independently.
• Training Development: Ability to create role-based training materials across formats (e-learning, classroom, simulation, job aids, video).
• Communication: Precise stakeholder communication; ability to draft clear, audience-appropriate content with minimal revision.
• Analytics & Reporting: Comfortable working with dashboards, Excel, and adoption analytics to produce status reports.
• SAP Familiarity: Basic understanding of SAP S/4HANA navigation and core modules sufficient to build contextual guidance.
• AI Curiosity: Willingness to learn and apply AI tools (e.g., GenAI for content creation, analytics) to improve efficiency and adoption outcomes.
• Design Thinking & Problem-Solving: Demonstrates structured problem-solving and design thinking in approaching deliverables and client challenges.
• Self-Management & Commercial Awareness: Independently organizes self and resources efficiently to avoid impact on project delivery and commercials. Manages own task backlog with accountability for results.
• Collaboration: Effective team player; able to work across functional workstreams and with client-side stakeholders.

Experience & Profile

• Years of Experience: 4-6 years in transformation delivery (OCM / Digital Adoption).
• Delivery Track Record: Established experience owning low-complexity domain deliverables end-to-end.

Reporting & Collaboration

Reports to: OCM & Digital Adoption Lead (K5-K6)

Works closely with: SAP Functional Consultants, BPOs, SMEs, Training Lead, Communication Lead, Change Agents

Client interaction: Operational-level — end users, super users, change agents, BPOs. Limited direct executive exposure (supported by Lead).

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!