Process Transformation Lead - Change & Adoption (Hybrid)

Zion Cloud Solutions; Chicago (IL); Hybrid; USD 120,000 - 170,000; Full time

Job summary

Zion Cloud Solutions in Chicago seeks a seasoned Business Process Transformation & Change Management Lead to guide a state government enterprise transformation leveraging ServiceNow. You will assess current workflows, challenge inefficient practices, and design standardized processes across APM and SPM, focusing on sustainable adoption rather than mere digitization.

You will partner with agency leadership, process owners, and technical SMEs to define future-state operating models, governance,

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.

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.

Skills

Business process transformation

Organizational change management

Enterprise consulting

Stakeholder management

Workshop facilitation

Cross-functional collaboration

ServiceNow knowledge

Tools

ServiceNow

Job description

Zion Cloud Solutions in Chicago seeks a seasoned Business Process Transformation & Change Management Lead to guide a state government enterprise transformation leveraging ServiceNow. You will assess current workflows, challenge inefficient practices, and design standardized processes across APM and SPM, focusing on sustainable adoption rather than mere digitization.

You will partner with agency leadership, process owners, and technical SMEs to define future-state operating models, governance,