Business Solution Lead

Business Solution Lead

About Intact Technology
At Intact, we are committed to customer success, employee satisfaction, and making a positive impact. Our culture emphasizes individuality, independence, autonomy, and empowerment.

We recognize that our people are our most valuable resource. Our dedication to employee well-being is reflected in our remote work policies, generous time-off practices, and investment in professional growth and development.   We are proud of our positive work environment and encourage you to visit our company website and team page to learn more from our employees.

Purpose
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.

Duties / 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.

Required Qualifications

• 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 in Software Asset Management (SAM) and Hardware Asset Management (HAM)
• 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.

Optional Desired 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.

Intact Technology’s Talent Vision: All for One, One for All!

• We are stakeholders in our customers’ success — do it well or not at all.
• We are super passionate about delivering the best outcomes.
• Our people are doers, makers, creators, thinkers, and creative problem-solvers.
• Our culture thrives on individuality, independence, autonomy, and empowerment.
• We actively encourage a healthy work/life balance.

 
Exceptional Benefits for Exceptional Performers:

• 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.

Equal Opportunity Employer
Intact Technology is an Affirmative Action Employer and is committed to providing equal employment opportunities without regard to an individual’s race, color, religion, age, gender identification, sexual orientation, veteran status, national origin, or disability.