Business Solution Lead TS/SCI

Intact Technology • Reston, VA

4d • Onsite

About The Position

The Business Solution Lead guides moderately complex ServiceNow engagements for federal government customers in secure environments. The role leads business analysis and process improvement, supports strategic adoption of ServiceNow solutions, oversees business analysis activities, mentors junior team members, and ensures deliverables align with customer objectives, ServiceNow best practices, and applicable federal requirements. The position also builds relationships with government stakeholders and supports delivery within classified environments.

This role is performed onsite five days per week at a secure government facility in Northern Virginia. The employee must comply with applicable security protocols, access requirements, and customer requirements while working in a classified environment.

Requirements

• Active Top Secret security clearance with eligibility for Sensitive Compartmented Information (SCI) access.
• Ability to work onsite five days per week in a secure government facility in Northern Virginia.
• At least 5 years of experience with the ServiceNow platform, including business analysis, process improvement, and delivery of ServiceNow solutions across multiple modules.
• ServiceNow Certified System Administrator (CSA) certification.
• At least one ServiceNow Certified Implementation Specialist (CIS) certification.
• Completion of the ServiceNow Business Process Analyst (Practitioner) career journey.
• Strong knowledge of ServiceNow ITSM processes and familiarity with additional ServiceNow application suites, such as ITAM, HRSD, or WSD.
• Experience gathering, analyzing, and documenting business and functional requirements, including developing user stories and acceptance criteria.
• Experience facilitating customer workshops, stakeholder meetings, and requirements-gathering sessions.
• Proficiency with process diagramming tools such as Microsoft Visio or Lucidchart.
• Ability to lead business analysis activities, manage competing priorities, and deliver high-quality outcomes.
• Strong written and verbal communication skills and ability to engage effectively with technical teams, business stakeholders, and government customers.
• Ability to work effectively in secure environments while adhering to applicable security policies and procedures.

Nice To Haves

• Bachelor's degree in Business, Information Technology, or a related field; relevant experience may be considered in place of formal education.
• Previous experience supporting federal government customers, particularly within the Department of Defense or Intelligence Community.
• Experience delivering ServiceNow solutions in classified or highly regulated environments.
• Familiarity with ServiceNow's Common Services Data Model (CSDM).
• Experience with multiple ServiceNow application suites beyond ITSM, such as ITAM, HRSD, or WSD.
• Experience supporting ServiceNow implementations, modernization initiatives, or process transformation efforts for government customers.
• Prior hands-on experience in an operational role using ServiceNow solutions, such as IT Technician, HR Analyst, or Asset Manager.
• Experience mentoring junior business analysts or Business Solution Consultants.

Responsibilities

• Oversee business solutions delivery for assigned federal engagements, coordinating business analysis activities, reviewing deliverables, and ensuring alignment with customer objectives, project requirements, and ServiceNow best practices.
• Lead moderately complex ServiceNow business analysis and process improvement activities, including documenting current- and future-state workflows, identifying process gaps, and recommending improvements.
• Serve as a subject matter expert in ServiceNow ITSM and at least one additional ServiceNow module, guiding government stakeholders through solution adoption and process optimization.
• Gather, analyze, and document business and functional requirements, translating customer needs into user stories and acceptance criteria aligned with ServiceNow best practices.
• Collaborate with government stakeholders, architects, developers, and project teams to ensure business requirements are accurately translated into technical solutions.
• Mentor and guide Business Solution Consultants, supporting their professional development, customer engagement skills, and consistent application of ServiceNow best practices.
• Perform quality assurance reviews of business analysis deliverables for accuracy, completeness, and alignment with customer expectations and project objectives.
• Lead and coordinate user acceptance testing, including test planning, execution, issue tracking, and resolution.
• Establish and maintain relationships with government customers, serving as a trusted advisor and primary point of contact for business analysis and process-related activities.
• Communicate business needs, priorities, and requirements to internal delivery teams as the voice of the customer.
• Ensure adherence to company processes, customer requirements, security protocols, and applicable federal standards throughout the project lifecycle.
• Perform assigned responsibilities in secure, classified environments while complying with applicable security and access requirements.
• Perform other duties as necessary to meet performance expectations or as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed