Intact Technology

Business Solutions Consultant – ServiceNow

Intact Technology

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

ITSMServiceNow

About the role

  • 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.

Requirements

  • 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).
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business analysisprocess consultingITSMprocess improvementprocess modelingrequirements managementprocess documentationAgileITILServiceNow
Soft Skills
presentation skillsfacilitation skillsstakeholder engagement
Certifications
ServiceNow Certified System Administrator