ServiceNow Engagement Manager (338)

iTech AG•Arlington, VA

About The Position

iTech AG is seeking an experienced Engagement Manager / Lead Business Process Consultant (BPC) to lead the delivery of ServiceNow solutions in support of a federal client program. 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
Experience leading/supporting ServiceNow solution implementations and deliverables
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
Ability to obtain and maintain Public Trust clearance
US Citizenship is required

Nice To Haves

Experience supporting greenfield implementations
ServiceNow CSA
PMP preferred
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 stakeholders
Lead executive communications, including steering committees and status reporting
Facilitate workshops to capture: Current-state processes
Facilitate workshops to capture: Pain points and opportunities
Define future-state process frameworks
Develop standardization and harmonization recommendations
Coordinate across diverse stakeholders including: Compliance and regulatory stakeholders
Identify risks, dependencies, and organizational impacts
Own quality and completion of all discovery outputs, including: Process maps (current/future state)
Own quality and completion of all discovery outputs, including: Requirements documentation
Own quality and completion of all discovery outputs, including: Gap analysis and recommendations
Own quality and completion of all discovery outputs, including: 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