Business Solutions Consultant - Remote

Only for registered members Remote, United States

4 days ago

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 exception ...

Job description

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.

If you require assistance or accommodation during the application process, please contact [email protected] to make arrangements.

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