ServiceNow Engagement Lead

Roles And Responsibilities

• Serve as the primary point of accountability for SOW delivery
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with SBP leadership and Local Plan stakeholders
• Lead executive communications, including steering committees and status reporting
• Lead end-to-end Plan Discovery activities across multiple BCBS Local Plans
• Facilitate workshops to capture: Current-state processes (customer service, inquiry handling), Variations across plans (operational, data, compliance), Pain points and opportunities
• Define future-state process frameworks aligned to Inquiry360 capabilities
• Develop standardization and harmonization recommendations
• Cook up coordination across diverse stakeholders including: SBP operations, Local Plan business and IT teams, Compliance and regulatory stakeholders
• Drive alignment on common vs. plan-specific requirements
• Identify risks, dependencies, and organizational impacts
• Own quality and completion of all discovery outputs, including: Process maps (current/future state), Requirements documentation, Gap analysis and recommendations, Executive summaries and decision materials
• Ensure deliverables are clear, actionable, and implementation-ready
• Provide direction and oversight to BA/BPC resources
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Align discovery outputs with the broader 5-year transformation roadmap
• Partner with technology and architecture teams to ensure feasibility
• Support transition into design and implementation phases

  Minimum Qualifications

  • 7+ years of experience in consulting, business analysis, or process transformation
  • Proven experience leading workstreams or engagements in complex environments
  • Strong background in business process discovery and transformation
  • Experience working with multiple stakeholders across business and IT
  • Demonstrated ability to facilitate workshops and drive stakeholder alignment
  • Excellent communication skills, including executive-level presentation ability

  PREFERRED QUALIFICATIONS

  • Experience supporting greenfield implementations
  • ServiceNow CSA Familiarity
  • Experience in multi-entity or federated operating models
  • Experience in customer service or CRM platform transformations

  Education and Certifications

  • Bachelor’s degree

  About the Role

  This individual will serve as the primary client-facing lead, accountable for driving discovery, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream implementation.

  Benefits

  Itech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

  Pay

  N/A

  Schedule

  N/A

  Skills

  N/A

  Contact Information

  For more information, please visit www.itechag.com.