ServiceNow Engagement Lead

Job description

O VERVIEW 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...