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.

Business Solutions Consultant – ServiceNow

Senior Project Manager – ServiceNow