Intact Technology

ServiceNow

• To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective.
• 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).
• Support UAT planning and execution, including test case development and issue resolution.

Business Solutions Consultant – ServiceNow

• Drive Outcome-Based ServiceNow Delivery
• Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog).
• Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity.
• Coordinate cross-functional efforts spanning: ITOM (Discovery, Service Mapping, Event Management) ITAM (asset lifecycle management, compliance, inventory governance) HRSD (employee case management, service delivery workflows)
• Maintain clear alignment between business objectives and platform execution.
• Develop and manage detailed project plans aligned to contractual scope and customer requirements.
• Track schedule, budget, risks, dependencies, and resource allocation.
• Facilitate issue resolution and proactively manage project risks.
• Support Agile/Scrum ceremonies and structured delivery practices.
• Maintain documentation, reporting, and governance standards consistent with consulting best practices.
• Build and maintain strong client and subcontractor relationships.
• Serve as the primary point of contact for project stakeholders.
• Communicate status, risks, and outcomes clearly and consistently.
• Ensure delivery of high-quality work and a positive customer experience.
• Provide performance feedback and development support to project team members.
• Foster accountability, collaboration, and continuous improvement.
• Promote Intact’s culture and values within each engagement.

Senior Project Manager – ServiceNow

Consultant

• Engage and collaborate with customer & internal project teams from project initiation through project completion.
• Advise teams on communications, training, and enablement best practices.
• Develop communications and enablement strategies for small, medium, and large strategic projects or programs.
• Create and deliver multimedia communications (emails, SharePoint articles, presentation decks, videos, etc.) and training plans.
• Oversee and contribute to the creation of training and enablement materials (User Guides, Quick Reference Guides, Videos, Live Training sessions).
• Coordinate training events and track delivery and effectiveness, implementing improvements as needed.
• Initiate and deliver facilitated sessions with the customer, fellow team members, or independently.
• Audit, maintain, and update training materials as required.
• Report project status, risks, and needs to project managers, program managers, and supervisors.

Change Readiness Consultant

• Own platform architecture, governance, and development standards; evolve the enterprise platform roadmap aligned to business, application, integration, security, and data architecture.
• Design enterprise integrations using API-led and event-driven patterns.
• Lead multi-module implementations and cross-functional solution design.
• Architect ServiceNow capabilities for one or more of the following: ITSM/CMDB-CSDM, HRSD, SPM, Discovery & Service Mapping, Virtual Agent, SIR, GRC/IRM, and SAM/HAM.
• Define target-state architectures, automation strategies, and data/service models that improve efficiency, compliance, and user experience.
• Establish reporting/KPI frameworks and executive dashboards to measure outcomes and value realization.

Senior Architect, ServiceNow

• Serve as a technical advisor and day-to-day point of contact for assigned ServiceNow client stakeholders.
• Support projects of varying size to drive technology transformation and ensure solutions meet quality standards and objectives.
• Create and maintain architecture artifacts aligned to business/IT strategy and established platform standards.
• Contribute to ServiceNow platform architecture and governance (standards, roadmaps, and design patterns) under senior guidance.
• Support multi-module ServiceNow implementations across IT workflows and enterprise functions (e.g., ITSM/CMDB-CSDM, HRSD, SPM, and related capabilities).
• Assist in designing ServiceNow integrations using APIs and event-driven patterns, and contribute to secure data/service models.
• Analyze current-state capabilities, identify improvement opportunities (cost, efficiency, experience), and support target-state and gap assessments.
• Support compliance with architectural standards, change control, and data management; stay current on ServiceNow releases and emerging tech.

Architect – ServiceNow

Architect

• The Architect works directly with assigned clients aligning their technology strategy and capabilities with their overall business outcomes.
• Their main duties include designing ways to incorporate business processes, creating and implementing architectural artifacts and models, and suggesting improvements to current internal capabilities, functions and processes that the platform supports.
• Serve as the client’s technical trusted advisor and main point of contact for client stakeholders.
• Oversee various sized projects to drive technology transformation and ensure they meet quality standards and objectives.
• Create and implement comprehensive architecture artifacts that align with the business and IT organizational strategy and goals.
• Understand client organization initiatives and evaluate technology strategy, organization, business applications, and infrastructure to suggest improvements.
• Identify, build, and leverage relationships with business and managerial stakeholders to create an infrastructure that meets the business needs, ensure client satisfaction, and translates opportunities into sales.
• Oversee architecture landscape for the platform and make recommendations as it relates to the business, application, technical, security, and data architecture.
• Identify opportunities that reduce costs and improve efficiency for IT and business operations by providing target state solution architecture, assessments, and gap analysis to conduct trade-off discussions.
• Create, perform, and enforce compliance architecture for specific projects against established architectural criteria, business objectives, change control, and data management.
• Remain current with industry and platform emerging technologies; recommend their adoption as necessary.

• The Architect works directly with assigned clients aligning their technology strategy and capabilities with their overall business outcomes.
• Their main duties include designing ways to incorporate business processes, creating and implementing architectural artifacts and models, and suggesting improvements to current internal capabilities, functions and processes that the platform supports.
• This role requires strong communication, critical thinking and analytical skills to ensure the client has and understands the right technical strategy and tactical execution to transform their vision and mission into reality.
• Serve as the client’s technical trusted advisor and main point of contact for client stakeholders.
• Oversee various sized projects to drive technology transformation and ensure they meet quality standards and objectives.
• Create and implement comprehensive architecture artifacts that align with the business and IT organizational strategy and goals.
• Understand client organization initiatives and evaluate technology strategy, organization, business applications, and infrastructure to suggest improvements.
• Identify, build, and leverage relationships with business and managerial stakeholders to create an infrastructure that meets the business needs, ensure client satisfaction, and translates opportunities into sales.
• Oversee architecture landscape for the platform and make recommendations as it relates to the business, application, technical, security, and data architecture.
• Identify opportunities that reduce costs and improve efficiency for IT and business operations by providing target state solution architecture, assessments, and gap analysis to conduct trade-off discussions.
• Create, perform, and enforce compliance architecture for specific projects against established architectural criteria, business objectives, change control, and data management.
• Remain current with industry and platform emerging technologies; recommend their adoption as necessary.

Senior Architect

• Build and enhance ServiceNow ITSM solutions aligned to federal modernization goals.
• Deliver in an outcome-focused model (e.g., improved SLA performance, reduced MTTR, stronger CMDB maturity).
• Collaborate with consultants, architects, and client stakeholders to translate mission needs into platform capabilities.
• Lead development across scripting, automation, and integrations (Flow Designer, JavaScript, REST/SOAP).
• Support delivery end-to-end: requirements → build → test → deploy → optimize.
• Ensure stability, performance, and secure configurations in regulated environments.
• Mentor junior developers and contribute to best practices.