ServiceNow Business Solution Lead (TS/SCI)

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.

THE ROLE:
To provide senior-level expertise in business analysis and process consulting while strongly guiding assigned projects from a business solutions perspective.

The Business Solution Lead acts as a visible leader within project teams, bringing clarity to ambiguous situations, providing direction in their functional role, and effectively collaborating with cross-functional colleagues.

This role serves as a trusted advisor to customers and may occasionally mentor peers within the team or function.

TO BE SUCCESSFUL HERE YOU WILL:

• 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.

REQUIRED QUALIFICATIONS:

• TS/SCI clearance — must-have (no exceptions).
• Ability to work 5 days onsite in Lorton, VA
• 5–7 years of experience with the ServiceNow platform, including business analysis and process improvement across multiple modules in a consulting environment.
• 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.

NICE TO HAVE 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.

OUR TALENT VISION:

• We take ownership in our customers’ success, delivering excellence with purpose and precision, every time.
• We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities.
• Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions.
• Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value.
• We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement.

OUR 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.

PHYSICAL DEMANDS
This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and repetitive hand and wrist motions related to typing and/or using a mouse. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform essential job functions.

WORK ENVIRONMENT
The work is primarily performed on-site in a professional office environment. This role routinely uses standard office equipment such as computers, and video conferencing technology. Work is typically conducted in a well-lit, temperature-controlled setting with moderate noise levels.

EQUAL OPPORTUNITY EMPLOYER
Intact is an Equal Opportunity Employer, including protected veterans and individuals with disabilities. We are committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable law.

DISCLAIMER
This job posting is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all duties, responsibilities, and qualifications required for this role. Nothing in this posting constitutes a contract of employment. Duties and responsibilities may change as business needs evolve.

If you require assistance or accommodation during the application process, please contact [email protected] to make arrangements.