ServiceNow Engagement Lead
Description
OVERVIEW
iTech AG is seeking an experienced Engagement Lead / Lead Business Process Consultant (BPC) to lead delivery for the Plan Discovery initiative, a critical phase of SBP’s multi-year transformation to onboard Health Plans onto a centralized customer service platform.
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.
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
- Coordinate 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
EDUCATION AND CERTIFICATIONS
- Bachelor’s degree
PREFERRED QUALIFICATIONS
- Experience supporting greenfield implementations
- ServiceNow CSA
- Familiarity with customer service or CRM platform transformations
- Experience in multi-entity or federated operating models
- Pursuant to government contracts, US Citizenship is required
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.iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.