Business Solutions Consultant (ServiceNow)
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Job Location:
Reston, VA - USA
Yearly Salary:
USD 130000 - 170000
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
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 were building a culture where people and cutting-edge technology work together to push the boundaries of whats 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)
Targeted Module Focus: ITOM ITAM HRSD
Requirements & Delivery Support
Collaboration & Advisory
REQUIRED QUALIFICATIONS:
NICE TO HAVE QUALIFICATIONS:
OUR BENEFITS:
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.
If you require assistance or accommodation during the application process please contact emailprotected to make arrangements.
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 were building a culture where people and cutting-edge technology work together to push the boundaries of whats 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:
- 57 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
- Bachelors 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
- We take ownership in our customers success delivering excellence with purpose and precision every time.
- Were 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.
If you require assistance or accommodation during the application process please contact emailprotected to make arrangements.
Required Experience:
Senior IC
Key Skills
- Business Consulting
- Business Intelligence
- Sales Experience
- B2B Sales
- Information Management
- Network Administration
- Business Analysis
- Microsoft Dynamics Navision
- Outside Sales
- Strategic Planning
- Database Administration
- Public Speaking
