Business Process Transformation & Change Management Lead

Role Overview

Key Responsibilities

• Process Assessment & Redesign: Evaluate current workflows, approval processes, and governance structures. Identify inefficiencies, duplication, and opportunities for simplification.
• APM/SPM Alignment: Define how application portfolios, business demands, investments, and projects should flow across ServiceNow APM and SPM, including ownership, handoffs, and decision rights.
• Future-State Operating Model: Collaborate with agency stakeholders and technical SMEs to establish standardized workflows, roles, responsibilities, and governance processes.
• Stakeholder Engagement: Facilitate workshops, challenge existing assumptions, resolve conflicting requirements, and build consensus around improved processes.
• Organizational Change Management: Develop and execute change strategies covering stakeholder readiness, communications, training, resistance management, and adoption.
• ServiceNow Alignment: Partner with ServiceNow architects and administrators to ensure platform configurations support the redesigned processes.
• Adoption & Continuous Improvement: Define success metrics, monitor adoption, gather stakeholder feedback, and drive ongoing process improvements.

Required Qualifications

• 7+ years of experience in business process transformation, organizational change management, or enterprise consulting.
• Experience supporting State Government, public sector, or large enterprise transformation initiatives.
• Strong experience in current-state assessment, future-state process design, workflow optimization, and operating model development.
• Working knowledge of ServiceNow, particularly APM, SPM, or ITSM.
• Experience leading cross-functional change initiatives involving business and technical stakeholders.
• Strong workshop facilitation, stakeholder management, communication, and problem-solving skills.
• Ability to challenge established processes constructively and drive organizational alignment.

Preferred Qualifications

• Hands-on experience with ServiceNow APM/SPM business processes and portfolio governance.
• Understanding of application lifecycle management, demand management, project portfolio management, and investment governance.
• Experience standardizing processes across multiple agencies or business units.
• Familiarity with Prosci ADKAR, Lean Six Sigma, BPMN, or similar transformation methodologies.
• Experience developing governance frameworks, RACI matrices, SOPs, and adoption plans.

Expected Deliverables

• Current-state process and gap assessment
• Future-state process maps and workflow recommendations
• APM/SPM process alignment and governance framework
• Roles, responsibilities, and decision-making model
• Organizational change and stakeholder engagement plan
• Communication, training, and adoption materials
• Process effectiveness and adoption metrics

Success Criteria