ServiceNow Business Engagement Lead

We are looking for a Business Engagement Lead, based in NA, to act as the primary business liaison for Chubb's ServiceNow Hub.

The Business Engagement Lead is accountable for demand management, stakeholder reporting and project governance between the business and the ServiceNow delivery teams. Based in NA for stakeholder proximity, the role captures business requirements, aligns with the ServiceNow development and platform teams, tracks and reports delivery progress to stakeholders, manages executive reporting and drives release planning and OKRs, ensuring the ServiceNow Hub delivers tangible business outcomes.

Key Responsibilities:

• Act as the primary point of contact between business stakeholders and the ServiceNow delivery teams.
• Capture, clarify and prioritize business requirements, translating them into actionable demand for the Development Delivery and Platform Engineering pillars.
• Own demand management and portfolio intake processes, ensuring visibility and prioritization of business requests.
• Prepare and deliver executive reporting on Hub delivery progress, risks and outcomes to business and senior IT stakeholders.
• Lead project governance activities for ServiceNow initiatives, including steering committee updates, RAID logs and milestone tracking.
• Define and track OKRs for the ServiceNow function in partnership with the ServiceNow Hub Lead, ensuring alignment with business priorities.
• Coordinate release planning with the ServiceNow delivery team, ensuring business stakeholders are informed of and prepared for upcoming changes.
• Support change management activities for the business, ensuring adoption of new ServiceNow capabilities.
• Build strong working relationships with business stakeholders, engineering center leads and the wider Global Infrastructure organization.

The Business Engagement Lead should have a bachelor's degree in Business, Information Technology or a related field.

• Proven experience (6+ years) in business relationship management, demand management or IT business partnering, ideally within a ServiceNow or ITSM context.
• Strong stakeholder management and executive communication skills, with experience reporting to senior business and IT leadership.
• Experience with project and portfolio governance, including RAID management and steering committee reporting.
• Good understanding of ServiceNow capabilities and ITSM processes, sufficient to translate business needs into technical demand.
• Ability to manage multiple concurrent initiatives and competing business priorities.
• Experience working within a matrix or globally distributed technology organization.
• Fluent in English.

The pay range for the role is $125,400 to $162,800. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.