Business Solutions Consultant (ServiceNow)

Intact Technology • Reston, VA

8d • Onsite

About The Position

To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective with a strong emphasis on baseline ITSM, and defined support across ITOM, ITAM, and HRSD initiatives.

This role serves as a trusted advisor to customers, bringing clarity to complex or ambiguous situations, aligning stakeholders, and translating operational needs into scalable ServiceNow capabilities that drive measurable outcomes.

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)Baseline ITSM Focus (Primary)

Nice To Haves

• CBAP® or related business analysis certification
• ITIL® certification(s)
• ServiceNow experience beyond ITSM, particularly: ITOM (Discovery, Service Mapping, Event Management) ITAM (HAM/SAM lifecycle & compliance) HRSD
• Familiarity with process mining tools (e.g., Aris, Celonis, Signavio)
• Experience supporting government or public sector agencies
• Prior hands-on experience in operational or technical roles utilizing ServiceNow solutions

Responsibilities

• 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 requirements and process alignment for Discovery, Service Mapping, Event Management, and operational visibility initiatives.
• Define asset lifecycle processes, governance controls, and compliance-driven workflows (hardware and software).
• Document and design employee service delivery workflows, case management processes, and service catalog experiences that improve time-to-resolution and user experience.
• Ensure alignment across modules (CMDB, assets, service catalog, HR services) to promote data integrity and operational consistency.
• Develop high-quality user stories, acceptance criteria, requirements documentation, and process artifacts using frameworks such as INVEST, BPMN, and SMART.
• Apply prioritization and analysis techniques (e.g., MoSCoW, WSJF).
• Facilitate product demonstrations and clearly articulate business value and operational impact.
• Perform quality assurance reviews of business deliverables to ensure accuracy and alignment to customer objectives.
• Support UAT planning and execution, including test case development and issue resolution.
• Serve as the voice of the customer internally, partnering closely with project managers, architects, developers, and client stakeholders.
• Advise customers on process optimization and adoption strategies to maximize value realization from ServiceNow investments.
• Maintain alignment between platform capabilities, business goals, and operational performance outcomes.
• Provide peer mentorship and contribute to best practices within the Business Solutions function.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level