ServiceNow Engagement Lead

iTech AG•Arlington, VA

About The Position

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.

Requirements

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
Bachelor’s degree
US Citizenship is required

Nice To Haves

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

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