ServiceNow Engagement Lead

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the main point of accountability for the delivery of Statements of Work (SOW).

• Establish and oversee engagement governance, cadence, and reporting processes.

• Cultivate robust relationships with SBP leadership and stakeholders from Local Plans.

• Lead executive communications, which include steering committee meetings and status reporting.

• Direct comprehensive Plan Discovery activities across various BCBS Local Plans.

• Facilitate workshops to gather insights on: Current-state processes (customer service, inquiry handling), Variations across plans (operational, data, compliance), Pain points and opportunities.

• Define future-state process frameworks that align with Inquiry360 capabilities.

• Develop recommendations for standardization and harmonization.

• Coordinate efforts among diverse stakeholders, including: SBP operations, Local Plan business and IT teams, and Compliance and regulatory stakeholders.

• Drive consensus on common versus plan-specific requirements.

• Identify risks, dependencies, and organizational impacts.

• Ensure the quality and completion of all discovery outputs, which include: Process maps (current/future state), Requirements documentation, Gap analysis and recommendations, Executive summaries, and decision materials.

• Guarantee that deliverables are clear, actionable, and ready for implementation.

• Provide guidance and oversight to BA/BPC resources.

• Delegate and manage workstreams while maintaining consistency and quality.

• Review and refine deliverables generated by supporting team members.

• Align discovery outputs with the larger 5-year transformation roadmap.

• Collaborate with technology and architecture teams to ensure feasibility.

• Assist in the transition into design and implementation phases.

⛳️ Requirements

• Over 7 years of experience in consulting, business analysis, or process transformation.

• Demonstrated experience in leading workstreams or engagements within complex environments.

• Strong expertise in business process discovery and transformation.

• Experience collaborating with multiple stakeholders across both business and IT sectors.

• Proven ability to facilitate workshops and drive alignment among stakeholders.

• Exceptional communication skills, including the ability to present at the executive level.

• Bachelor’s degree required.

🏝️ Benefits

• Equal Opportunity Employer.

• Reasonable accommodations provided for individuals with disabilities.