Business Solutions Consultant (ServiceNow)

Remote
Full Time
Experienced
ABOUT US:
At Intact Technology, we are driven by a shared commitment to customer success, employee fulfillment, and meaningful impact. We believe that the combination of human ingenuity and intelligent tools allows us to deliver smarter solutions, faster outcomes, and exceptional value for our clients and partners.

Our culture celebrates individuality, autonomy, and empowerment, giving every team member the freedom to think creatively, act boldly, and leverage intelligent tools to amplify their impact.

We recognize that our people are our greatest strength. Our dedication to employee well-being is reflected in our flexible work environment, comprehensive benefits, and investment in continuous learning and career growth. Whether collaborating in person or through digital platforms, we’re building a culture where people and cutting-edge technology work together to push the boundaries of what’s possible.

THE ROLE:
To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective with a strong emphasis on baseline ITSM, and defined support across ITOM, ITAM, and HRSD initiatives.

This role serves as a trusted advisor to customers, bringing clarity to complex or ambiguous situations, aligning stakeholders, and translating operational needs into scalable ServiceNow capabilities that drive measurable outcomes.

TO BE SUCCESSFUL HERE YOU WILL:
Baseline ITSM Focus (Primary)
  • Lead business analysis and process consulting for core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB).
  • Facilitate workshops and stakeholder interviews to document current-state processes and define future-state improvements.
  • Align process design to ITIL principles and ServiceNow leading practices.
  • Define measurable success criteria (e.g., improved SLA performance, reduced MTTR, improved change success rate, strengthened CMDB maturity).

Targeted Module Focus: ITOM, ITAM, HRSD
  • ITOM: Support requirements and process alignment for Discovery, Service Mapping, Event Management, and operational visibility initiatives.
  • ITAM: Define asset lifecycle processes, governance controls, and compliance-driven workflows (hardware and software).
  • HRSD: Document and design employee service delivery workflows, case management processes, and service catalog experiences that improve time-to-resolution and user experience.
  • Ensure alignment across modules (CMDB, assets, service catalog, HR services) to promote data integrity and operational consistency.

Requirements & Delivery Support
  • Develop high-quality user stories, acceptance criteria, requirements documentation, and process artifacts using frameworks such as INVEST, BPMN, and SMART.
  • Apply prioritization and analysis techniques (e.g., MoSCoW, WSJF).
  • Facilitate product demonstrations and clearly articulate business value and operational impact.
  • Perform quality assurance reviews of business deliverables to ensure accuracy and alignment to customer objectives.
  • Support UAT planning and execution, including test case development and issue resolution.

Collaboration & Advisory
  • Serve as the voice of the customer internally, partnering closely with project managers, architects, developers, and client stakeholders.
  • Advise customers on process optimization and adoption strategies to maximize value realization from ServiceNow investments.
  • Maintain alignment between platform capabilities, business goals, and operational performance outcomes.
  • Provide peer mentorship and contribute to best practices within the Business Solutions function.

REQUIRED QUALIFICATIONS:
  • 5–7 years of experience with the ServiceNow platform, including business analysis and process improvement in a consulting environment
  • ServiceNow Certified System Administrator (CSA)
  • Strong expertise with ServiceNow ITSM
  • Working knowledge supporting initiatives across ITOM, ITAM, and/or HRSD
  • Advanced proficiency with process modeling tools (e.g., Microsoft Visio, Lucidchart)
  • Demonstrated expertise in business analysis, requirements management, and process documentation methodologies
  • Strong understanding of ITIL® principles and service management best practices
  • Familiarity with Agile delivery frameworks (Scrum, Kanban, SAFe®)
  • Excellent presentation and facilitation skills, including engagement with senior stakeholders
  • Bachelor’s degree in Business, IT, or related field (desired but not required; equivalent experience accepted)Baseline ITSM Focus (Primary)

NICE TO HAVE QUALIFICATIONS:
  • CBAP® or related business analysis certification
  • ITIL® certification(s)
  • ServiceNow experience beyond ITSM, particularly:
    • ITOM (Discovery, Service Mapping, Event Management)
    • ITAM (HAM/SAM lifecycle & compliance)
    • HRSD
  • Familiarity with process mining tools (e.g., Aris, Celonis, Signavio)
  • Experience supporting government or public sector agencies
  • Prior hands-on experience in operational or technical roles utilizing ServiceNow solutions
     
OUR TALENT VISION:
  • We take ownership in our customers’ success, delivering excellence with purpose and precision, every time.
  • We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities.
  • Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions.
  • Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value.
  • We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement.

OUR BENEFITS:
  • Ongoing personal and professional development opportunities. 
  • Flexible paid time off, plus 12 paid holidays. 
  • Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options. 
  • Qualified 401(k) program. 
  • Virtual happy hours and team-building events. 
 
PHYSICAL DEMANDS
This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and repetitive hand and wrist motions related to typing and/or using a mouse. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT
The work is primarily performed on-site in a professional office environment. This role routinely uses standard office equipment such as computers, and video conferencing technology. Work is typically conducted in a well-lit, temperature-controlled setting with moderate noise levels.

EQUAL OPPORTUNITY EMPLOYER
Intact is an Equal Opportunity Employer, including protected veterans and individuals with disabilities. We are committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable law.

DISCLAIMER
This job posting is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required for this role. Nothing in this posting constitutes a contract of employment. Duties and responsibilities may change as business needs evolve.
 
Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*