ServiceNow Engagement Lead
iTech AG, Arlington, VA, United States
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-façing 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 reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
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This individual will serve as the primary client-façing 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 reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
#J-18808-Ljbffr