Business Solution Lead

Summary

Join Intact Technology as a Business Solution Lead and leverage your senior-level expertise in business analysis and process consulting. You will guide projects from a business solutions perspective, acting as a visible leader within project teams. Responsibilities include leading business analysis activities, serving as the primary representative of the Business Solutions function, facilitating workshops and stakeholder interviews, and developing user stories and documentation. You will also collaborate with cross-functional teams, advise customers on best practices, and ensure solution alignment with ServiceNow capabilities and organizational goals. The role involves performing quality assurance checks, supporting user acceptance testing, and potentially mentoring peers. Intact offers a positive work environment with remote work policies, generous time off, and investment in professional growth.

Requirements

• 5–7 years of experience with the ServiceNow platform, including business analysis and process improvement across multiple modules in a consulting environment
• Must be eligible to obtain and maintain a Government Public Trust security clearance
• ServiceNow Certified System Administrator (CSA)
• Expertise with the ServiceNow ITSM application suite
• Advanced proficiency with process modeling tools (e.g., Microsoft Visio, Lucidchart, etc.)
• Demonstrated expertise in applying business analysis, requirements management, and process documentation methodologies, techniques, frameworks, and standards
• Strong understanding of ITIL® principles and their application in service management contexts
• Familiarity with Agile delivery practices and frameworks (e.g., Scrum, Kanban, SAFe®)
• Excellent presentation and facilitation skills, with experience driving product demonstrations and engaging senior customer stakeholders
• Bachelor’s degree in Business, Information Technology, or a related field (desired, but not required). Relevant experience may be considered in place of formal education

Responsibilities

• Lead business analysis and process consulting activities within assigned projects, ensuring deliverables align with customer objectives and leading practices
• Serve as the primary representative of the Business Solutions function on assigned projects, providing critical guidance as the voice of the customer internally
• Facilitate workshops and stakeholder interviews to elicit, analyze, and document business requirements and current-state processes
• Apply well-known analysis and prioritization techniques such as WSJF and MoSCoW
• Develop detailed user stories, acceptance criteria, requirements, goals, and process documentation using frameworks such as INVEST, BPMN and SMART
• Facilitate product demonstrations at the project level, clearly articulating capabilities and business value to customers
• Collaborate effectively with cross-functional customer and project delivery teams
• Advise customers on leading practices in business analysis, process optimization, and adopting ServiceNow capabilities to achieve desired outcomes
• Ensure alignment of solutions with both ServiceNow capabilities and broader organizational goals
• Perform comprehensive quality assurance checks on project deliverables to ensure accuracy and adherence to customer expectations
• Support customer user acceptance testing (UAT), including test planning, execution, and issue resolution
• May occasionally provide mentoring to peers within the project team and function

Preferred Qualifications

• CBAP® (Certified Business Analysis Professional)
• ITIL® certification(s)
• Proficiency in ServiceNow application suites beyond ITSM (e.g., ITAM, SPM, ITOM)
• Familiarity with leading process mining tools such as Aris, Celonis, and Signavio
• Prior hands-on experience in business or technical roles that utilized ServiceNow solutions to perform or facilitate job duties
• Experience working with government or public sector agencies

Benefits

• Ongoing personal and professional development opportunities
• Flexible paid time off, plus 12 paid holidays
• Company holiday closure from December 25th – January 1st
• Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options
• Qualified 401(k) program
• Virtual happy hours and team-building events