Business Process Consultant
Intact Culture:
Intact is committed to customer success, employee satisfaction, and making the world a better place. Our culture thrives on individuality, independence, autonomy, and empowerment. We promote a healthy work/life balance full of flexibility to spend time with your family and cultivate your unique personal hobbies and interests. (We can’t wait to learn about yours!)We know that our people are our most valuable resource; therefore, we demonstrate an authentic interest in the well-being of our employees.
This is evident not only in the way we handle remote work and time off, but also in the personal and thoughtful questions we ask, and the personal development goals we help employees achieve. Intact is committed to providing the highest level of service to its customers, and we know that begins with employees who feel valued and fulfilled. We take pride in creating a positive workplace and experience for our employees and have been named a Washington Post Top Workplace in 2016, 2017, 2018, 2019, 2021, 2022, 2023, and 2024. We really care about you, and we really mean it! Visit our team page, if you’d like to see what other employees are saying.
Duties/Responsibilities:
- Lead moderately complex client projects related to ServiceNow business processes, including the documentation and analysis of workflows.
- Serve as an expert in ServiceNow ITSM, guiding clients through strategic adoption and process improvement.
- Develop user stories based on client requirements, ensuring alignment with ServiceNow best practices and client desired outcomes.
- Provide mentorship and guidance to Associate Business Analysts, fostering their growth and understanding of ServiceNow best practices in client-facing situations.
- Perform final quality assurance checks on deliverables before they are presented to the client, ensuring they align with client expectations and project objectives.
- Manage client user acceptance testing (UAT), overseeing test plans, coordinating testing activities, and ensuring all issues are addressed.
- Establish and maintain strong customer relationships, providing high-level technical and product support.
- Serve as the voice of the customer by assessing and organizing their needs and interests to internal teams.
- Ensure adherence to company processes and standards throughout the project lifecycle.
Required Qualifications:
- 3-5 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).
- At least one ServiceNow Certified Implementation Specialist (CIS) certification.
- Completion of the ServiceNow Business Process Analyst (associate & practitioner) career journey within 6 months of hire.
- Proficiency in process diagramming tools such as Microsoft Visio or Lucidchart.
- Proven ability to effectively present to groups and lead meetings.
- Proven ability to capture customer requirements and generate effective user stories.
- Working knowledge of multiple ServiceNow application suites to include: SAM, HAM, CMDB, and ITOM Visibility.
- Bachelor's degree in Business, Information Technology, or a related field (desired, but not required). Relevant experience to be considered in place of formal education.
- Strong written and verbal communication skills, with a positive mentoring attitude.
- Familiarity with ServiceNow’s Common Services Data Model (CSDM).
Optional Desired Qualifications:
- Broad knowledge of multiple ServiceNow application suites, beyond those listed above such as ITSM, WSD, HRSD, GRC, and SPM.
- Working knowledge of and/or functional experience with ServiceNow CSDM.
- Familiarity with a wider range of process modeling tools and an interest in more sophisticated tools as career progresses.
- Prior hands-on experience in a role which might utilize ServiceNow solutions (e.g., IT Technician, HR Analyst, Asset Manager, etc.) is highly valued.
- Experience working with government or public sector agencies.
Intact Technology’s Talent Vision: All for One, One for All!
- We are stakeholders in our customer’s success. Do it well or not at all!
- We are super passionate about delivering the best outcomes for our customers.
- Our people are doers, makers, creators, thinkers and creative problem solvers.
- Our culture thrives on individuality, independence, autonomy and empowerment.
- We encourage a healthy work/life balance.
Exceptional benefits for exceptional performers:
- Ongoing personal and professional development.
- Unlimited paid time away from work to go on adventures, relax, or recover, plus 12 paid holidays.
- Company holiday closure December 25th – January 1st
- Premium healthcare plans, Medical, Dental, Vision including HSA and FSA options.
- Qualified 401k Program.
- Happy hours and other team building events.
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.
