Business Solutions Consultant; ServiceNow

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.

To provide senior‑level expertise in business analysis and process consulting, guiding assigned Service Now 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 Service Now capabilities that drive measurable outcomes.

• 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 Service Now leading practices.
• Define measurable success criteria (e.g., improved SLA performance, reduced MTTR, improved change success rate, strengthened CMDB maturity).

• 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.

• 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.

• 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 Service Now 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.

• 5–7 years of experience with the Service Now platform, including business analysis and process improvement in a consulting environment.
• Service Now Certified System Administrator (CSA).
• Strong expertise with Service Now 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…