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, 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), 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

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
Ability to obtain and maintain Public Trust clearance
US Citizenship is required

ServiceNow Engagement Manager

Key skills