Business Solution Lead (TS Clearance)

POSITION TITLE: Business Solution Lead

CLEARANCE REQUIRED: TS with SCI eligibility

PURPOSE:To lead moderately complex ServiceNow engagements within secure federal government environments, guiding customers through business analysis, process improvement, and strategic adoption of ServiceNow solutions. Oversee business analysis activities, mentor junior team members, and ensure project deliverables align with customer objectives, ServiceNow best practices, and applicable federal requirements. Build strong relationships with government stakeholders while supporting successful delivery within classified environments.

DUTIES/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-state 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 clear 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.
• Provide mentorship and guidance to 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, ensuring accuracy, completeness, and alignment with customer expectations and project objectives.
• Lead and coordinate user acceptance testing (UAT), including test planning, execution, issue tracking, and resolution.
• Establish and maintain strong relationships with government customers, serving as a trusted advisor and primary point of contact for business analysis and process-related activities.
• Serve as the voice of the customer by communicating business needs, priorities, and requirements to internal delivery teams.
• Ensure adherence to company processes, customer requirements, security protocols, and applicable federal standards throughout the project lifecycle.
• Perform assigned responsibilities within secure, classified environments while maintaining compliance with all applicable security and access requirements.
• Other duties as necessary for meeting performance expectations and/or assigned to Employee from time to time by Intact.

REQUIRED QUALIFICATIONS

• 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.
• 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).
• 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.
• Demonstrated 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 in process diagramming tools such as Microsoft Visio or Lucidchart.
• Proven ability to lead business analysis activities, manage competing priorities, and deliver high-quality outcomes.
• Strong written and verbal communication skills, with the 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.

OPTIONAL DESIRED QUALIFICATIONS

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 within 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 utilizing ServiceNow solutions, such as IT Technician, HR Analyst, or Asset Manager.

Experience mentoring junior business analysts or Business Solution Consultants.

PHYSICAL DEMANDS: This sedentary job requires the ability to maintain focus on computer screens, frequent team interactions to clearly articulate ideas and information, transcribing, extensive reading; 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 performed onsite five days per week in a secure government facility in Northern Virginia. The position requires working within a classified environment, adhering to all applicable security protocols, access restrictions, and customer requirements. The employee must be able to collaborate effectively with government stakeholders and internal teams while operating within a secure facility.

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.