Business Solution Lead; TS Clearance

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Delivery Regular Full-Time Reston, VA, US

2 days ago Requisition

POSITION TITLE :
Business Solution Lead

CLEARANCE REQUIRED: TS with SCI eligibility

PURPOSE: To lead moderately complex Service Now engagements within secure federal government environments, guiding customers through business analysis, process improvement, and strategic adoption of Service Now solutions. Oversee business analysis activities, mentor junior team members, and ensure project deliverables align with customer objectives, Service Now best practices, and applicable federal requirements. Build strong relationships with government stakeholders while supporting successful delivery within classified environments.

DUTIES/RESPONSIBILITIES:

• Oversee business solutions delivery for assigned federal engagements, coordinating business analysis activities, reviewing deliverables, and ensuring alignment with customer objectives, project requirements, and Service Now best practices.
• Lead moderately complex Service Now business analysis and process improvement activities, including documenting current-state and future-state workflows, identifying process gaps, and recommending improvements.
• Serve as a subject matter expert in Service Now ITSM and at least one additional Service Now module, guiding government stakeholders through solution adoption and process optimization.
• Gather, analyze, and document business and functional requirements, translating customer needs into clear user stories and acceptance criteria aligned with Service Now best practices.
• Collaborate with government stakeholders, architects, developers, and project teams to ensure business requirements are accurately translated into technical solutions.
• Provide mentorship and guidance to Business Solution Consultants, supporting their professional development, customer engagement skills, and consistent application of Service Now best practices.
• Perform quality assurance reviews of business analysis deliverables, ensuring accuracy, completeness, and alignment with customer expectations and project objectives.
• Lead and coordinate user acceptance testing (UAT), including test planning, execution, issue tracking, and resolution.
• Establish and maintain strong relationships with government customers, serving as a trusted advisor and primary point of contact for business analysis and process-related activities.
• Serve as the voice of the customer by communicating business needs, priorities, and requirements to internal delivery teams.
• Ensure adherence to company processes, customer requirements, security protocols, and applicable federal standards throughout the project lifecycle.
• Perform assigned responsibilities within secure, classified environments while maintaining compliance with all applicable security and access requirements.
• Other duties as necessary for meeting performance expectations and/or assigned to Employee from time to time by Intact.

REQUIRED QUALIFICATIONS:

• Active Top Secret security clearance with eligibility for Sensitive Compartmented Information (SCI) access.
• Ability to work onsite five days per week in a secure government facility in Northern Virginia.
• 5+ years of experience with the Service Now platform, including business analysis, process improvement, and delivery of Service Now solutions across multiple modules.
• Service Now Certified System Administrator (CSA).
• At least one Service Now Certified Implementation Specialist (CIS) certification.
• Completion of the Service Now Business Process Analyst (Practitioner) career journey.
• Strong knowledge of Service Now ITSM processes and familiarity with additional Service Now application suites, such as ITAM, HRSD, or WSD.
• Demonstrated experience gathering, analyzing, and documenting business and functional requirements, including developing user stories and acceptance criteria.
• Experience facilitating customer workshops, stakeholder meetings, and requirements-gathering sessions.
• Proficiency in process diagramming tools such as Microsoft Visio or Lucidchart.
• Proven ability to lead business analysis activities, manage competing priorities, and deliver high-quality outcomes.
• Strong written and verbal communication skills, with the ability to engage effectively with technical teams, business stakeholders, and government customers.
• Ability to work effectively in secure…