Role Overview
We are seeking an experienced Business Process Transformation & Change Management Lead to support a State Government enterprise transformation initiative involving ServiceNow.
The individual will work closely with agency leadership, business stakeholders, process owners, and technical SMEs to assess existing workflows, challenge inefficient practices, and design simplified, standardized processes across Application Portfolio Management (APM) and Strategic Portfolio Management (SPM).
The objective is not to digitize existing processes, but to redesign how work gets done and drive adoption of improved processes across State agencies.
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
Deliver simplified, standardized, and sustainable processes that leverage ServiceNow effectively, eliminate unnecessary complexity, clarify ownership and accountability, and achieve measurable adoption across State agencies.
The ideal candidate combines strong business process consulting capabilities with organizational change leadership and a practical understanding of ServiceNow—not simply system implementation or end-user training.
