Intact Technology

• Program delivery • Serve as Intact's primary delivery presence on-site, owning the client relationship, program outcomes, and day-to-day execution. • Lead end-to-end delivery across AppDynamics, Splunk, and Datadog workstreams, managing scope, schedule, budget, and risk in parallel. • Own and maintain the program team structure, integrated program plan, keeping workstreams, subcontractors, vendors and client stakeholders aligned. • Support and enforce delivery standards, status cadences, risk registers, and change control processes. • Establish JIRA based delivery framework within a federal program structure, balancing the team's need for agility with the client's governance requirements. • Stakeholder management • Serve as the primary point of contact for the client's program leadership and technical teams. • You are the face of Intact on this engagement. Responsible for advising, consulting, in devising approaches how to achieve strategic goals and desired business outcomes. • Produce executive-ready reporting on a consistent cadence, including weekly status updates for CIO, monthly steering committee materials, and escalations as needed. • Maintain a parallel reporting cadence to Intact leadership covering financials, utilization, risk, and relationship health. • Manage competing priorities across multiple federal stakeholder groups and build trust at every level. • Platform coordination • Coordinate delivery teams across the monitoring platform suite without needing to be the technical expert on each. • Work closely with architects and lead engineers to surface dependencies, remove blockers, and keep delivery on track. • Ensure all platform work connects to the client's broader Enterprise Observability strategy, including ServiceNow integration points. • Continuous improvement • Run structured retrospectives and turn what you learn into repeatable process improvements. • Identify scope growth, change order opportunities, and delivery risks early and communicate them to Intact leadership without delay. • Contribute to Intact's internal delivery frameworks and monitoring practice playbooks.

• Proactively source ServiceNow professionals across modules including ITSM, ITOM, HRSD, CSM, SecOps, and custom applications • Build pipelines for: ServiceNow Developers, Solution / Platform Architects, Business Solution Consultants, Project Managers • Develop targeted sourcing strategies using LinkedIn Recruiter, clearance job boards, ServiceNow community networks, referrals, and advanced Boolean search techniques • Conduct initial phone screenings to evaluate: ServiceNow certifications and implementation lifecycle experience, Consulting and client-facing background • Document screening notes and provide structured candidate summaries • Assess alignment with project requirements and consulting delivery expectations

ABOUT US: At Intact Technology, we are driven by a shared commitment to customer success, employee fulfillment, and meaningful impact. We believe that the combination of human ingenuity and intelligent tools allows us to deliver smarter solutions, faster outcomes, and exceptional value for our clients and partners. Our culture celebrates individuality, autonomy, and empowerment, giving every team member the freedom to think creatively, act boldly, and leverage intelligent tools to amplify their impact. We recognize that our people are our greatest strength. Our dedication to employee well-being is reflected in our flexible work environment, comprehensive benefits, and investment in continuous learning and career growth. Whether collaborating in person or through digital platforms, we’re building a culture where people and cutting-edge technology work together to push the boundaries of what’s possible. THE ROLE: This role is part of Intact’s Change Readiness team, whose mission is to empower stakeholders through consumable, accessible communications and training, and organizational change. Our work ensures that users not only adopt but also fully understand and utilize the solutions we implement and manage, to set their organization and themselves up for the best possible business outcomes. The team collaborates closely with business stakeholders, project managers, technical experts, and business analysts. We synthesize information across workstreams to provide strategic recommendations and create comprehensive adoption and enablement plans. Our team values self-driven, curious subject matter experts who are motivated by customer needs and are committed to doing the right thing. The Change Readiness Consultant is responsible for creating and delivering strategic communication and training programs that ensure the successful adoption of tools and processes across customer projects. This role will collaborate with internal and customer teams to build communications & training strategies, as well as accompanying deliverables for both. TO BE SUCCESSFUL HERE YOU WILL: - Engage and collaborate with customer & internal project teams from project initiation through project completion. - Advise teams on communications, training, and enablement best practices. - Develop communications and enablement strategies for small, medium, and large strategic projects or programs. - Create and deliver multimedia communications (emails, SharePoint articles, presentation decks, videos, etc.) and training plans. - Oversee and contribute to the creation of training and enablement materials (User Guides, Quick Reference Guides, Videos, Live Training sessions). - Coordinate training events and track delivery and effectiveness, implementing improvements as needed. - Initiate and deliver facilitated sessions with the customer, fellow team members, or independently. - Audit, maintain, and update training materials as required. - Report project status, risks, and needs to project managers, program managers, and supervisors. REQUIRED QUALIFICATIONS: - Bachelor’s degree in Communications, Marketing, Instructional Design, Adult Education, or a relevant field. - 3+ years of customer-facing training or communications experience, with 5+ years of total professional experience. - Proven expertise in strategic planning, instructional design principles, and multi-channel communication strategies. - High level of written and oral communication skills, critical thinking, and problem-solving ability. - Strong interpersonal skills with the ability to engage at all levels of an organization and work effectively across cultural boundaries. - Excellent organizational and time management skills with the ability to prioritize and anticipate needs. - Experience with Microsoft Office Suite including SharePoint, PowerPoint, Excel, and Word. - Ability to thrive in a fast-paced, dynamic environment and adapt to evolving technology. NICE TO HAVE QUALIFICATIONS: - Experience managing Learning Management Systems (LMS) and/or knowledge repositories. - Experience with ServiceNow products and training delivery. OUR TALENT VISION: - We take ownership in our customers’ success, delivering excellence with purpose and precision, every time. - We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities. - Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions. - Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value. - We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement. OUR 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. PHYSICAL DEMANDS This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and 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 primarily performed in a remote setting with occasional travel for on-site client meetings or company training sessions. A dedicated workspace with reliable internet access, the ability to collaborate using digital communication tools (e.g. Teams chat and video calling), and the capacity to manage tasks independently is required. 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.

ABOUT US: At Intact Technology, we are driven by a shared commitment to customer success, employee fulfillment, and meaningful impact. We believe that the combination of human ingenuity and intelligent tools allows us to deliver smarter solutions, faster outcomes, and exceptional value for our clients and partners. Our culture celebrates individuality, autonomy, and empowerment, giving every team member the freedom to think creatively, act boldly, and leverage intelligent tools to amplify their impact. We recognize that our people are our greatest strength. Our dedication to employee well-being is reflected in our flexible work environment, comprehensive benefits, and investment in continuous learning and career growth. Whether collaborating in person or through digital platforms, we’re building a culture where people and cutting-edge technology work together to push the boundaries of what’s possible. THE ROLE: We’re hiring a sharp, self-driven Senior ServiceNow Developer to support outcome-based IT transformation for federal clients. As a ServiceNow Elite Partner, we design and deliver secure, scalable ServiceNow solutions that modernize service delivery, automate workflows, and improve operational performance across the enterprise. This role requires strong baseline ITSM development expertise, with hands-on experience contributing to and extending solutions across ITOM, ITAM, and HRSD. TO BE SUCCESSFUL HERE YOU WILL: Baseline ITSM (Primary Focus) - Build, enhance, and optimize core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB). - Configure workflows and automation to improve outcomes (SLA performance, reduced MTTR, improved change success rates). - Contribute to CMDB maturity through better data quality, governance, and alignment to operational processes. - Implement secure configurations and access controls in regulated federal environments. Targeted Experience in ITOM, ITAM, and HRSD (Specific Expectations) - ITOM: Configure and support capabilities such as Discovery, Service Mapping, Event Management, and operational visibility/alerting. - ITAM: Build and enhance asset lifecycle workflows, software asset compliance controls, and inventory/data quality practices. - HRSD: Configure case management workflows, employee-facing service delivery, and catalog-style experiences that improve time-to-resolution and user satisfaction. - Help ensure integration and data consistency between ITSM and these modules (CMDB/asset data, service catalog alignment, reporting). Delivery & Engineering - Deliver end-to-end development: requirements → build → unit testing → UAT support → deployment → post-release optimization. - Develop with ServiceNow best practices across scripting and configuration (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs). - Build integrations using REST/SOAP APIs and support data flows across enterprise systems. - Collaborate with architects, consultants, and client stakeholders to translate mission needs into platform configuration and automation. Team Contribution - Provide peer-level technical support through code reviews, troubleshooting, documentation, and sharing platform best practices. - Support junior developers through pairing and practical guidance (without formal people management expectations). REQUIRED QUALIFICATIONS: - 5+ years of ServiceNow development experience - Strong ITSM expertise (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB) - Demonstrated hands-on experience in at least one of the following: ITOM, ITAM, HRSD (experience across multiple is strongly preferred) - Strong ServiceNow scripting/config skills (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs) - Proficiency in JavaScript and integrations (REST/SOAP) - Experience delivering in Agile/Scrum - Consulting mindset and strong stakeholder communication - Certifications: CSA required; CIS-ITSM preferred; CIS-ITOM/ITAM/HRSD a plus OUR TALENT VISION: - We take ownership in our customers’ success, delivering excellence with purpose and precision, every time. - We’re passionate about harnessing innovation, data, and the power of AI to create meaningful outcomes that drive transformation for our clients and communities. - Our people are innovators, thinkers, and problem-solvers, blending human creativity with cutting-edge technology to design smarter, faster, more sustainable solutions. - Our culture values individuality and empowerment. We trust our teams to take initiative, think critically, and use emerging tools like AI to elevate how we work, learn, and deliver value. - We actively support a healthy blend between work and life and believe that sustainable performance comes from collaboration, curiosity, and continuous improvement. OUR 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. PHYSICAL DEMANDS This position is primarily sedentary and requires the ability to maintain focus on computer screens for extended periods. Frequent interaction with team members is necessary to clearly articulate ideas and information. The role involves extensive reading, transcribing, and 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 primarily performed in a remote setting with occasional travel for on-site client meetings or company training sessions. A dedicated workspace with reliable internet access, the ability to collaborate using digital communication tools (e.g. Teams chat and video calling), and the capacity to manage tasks independently is required. 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. If you require assistance or accommodation during the application process, please contact HR@intact-tech.com to make arrangements.

• To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective. • 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 UAT planning and execution, including test case development and issue resolution.

• Drive Outcome-Based ServiceNow Delivery • Manage projects focused on core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, CMDB, Service Catalog). • Ensure delivery aligns to measurable operational improvements such as SLA attainment, reduced MTTR, improved change success rate, and strengthened CMDB maturity. • Coordinate cross-functional efforts spanning: ITOM (Discovery, Service Mapping, Event Management) ITAM (asset lifecycle management, compliance, inventory governance) HRSD (employee case management, service delivery workflows) • Maintain clear alignment between business objectives and platform execution. • Develop and manage detailed project plans aligned to contractual scope and customer requirements. • Track schedule, budget, risks, dependencies, and resource allocation. • Facilitate issue resolution and proactively manage project risks. • Support Agile/Scrum ceremonies and structured delivery practices. • Maintain documentation, reporting, and governance standards consistent with consulting best practices. • Build and maintain strong client and subcontractor relationships. • Serve as the primary point of contact for project stakeholders. • Communicate status, risks, and outcomes clearly and consistently. • Ensure delivery of high-quality work and a positive customer experience. • Provide performance feedback and development support to project team members. • Foster accountability, collaboration, and continuous improvement. • Promote Intact’s culture and values within each engagement.

• Build, enhance, and optimize core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB). • Configure workflows and automation to improve outcomes (SLA performance, reduced MTTR, improved change success rates). • Contribute to CMDB maturity through better data quality, governance, and alignment to operational processes. • Implement secure configurations and access controls in regulated federal environments. • Configure and support capabilities such as Discovery, Service Mapping, Event Management, and operational visibility/alerting. • Build and enhance asset lifecycle workflows, software asset compliance controls, and inventory/data quality practices. • Configure case management workflows, employee-facing service delivery, and catalog-style experiences that improve time-to-resolution and user satisfaction. • Help ensure integration and data consistency between ITSM and these modules (CMDB/asset data, service catalog alignment, reporting). • Deliver end-to-end development: requirements → build → unit testing → UAT support → deployment → post-release optimization. • Develop with ServiceNow best practices across scripting and configuration (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs). • Build integrations using REST/SOAP APIs and support data flows across enterprise systems. • Collaborate with architects, consultants, and client stakeholders to translate mission needs into platform configuration and automation. • Provide peer-level technical support through code reviews, troubleshooting, documentation, and sharing platform best practices. • Support junior developers through pairing and practical guidance (without formal people management expectations).

• Serve as a technical advisor and day-to-day point of contact for assigned ServiceNow client stakeholders. • Support projects of varying size to drive technology transformation and ensure solutions meet quality standards and objectives. • Create and maintain architecture artifacts aligned to business/IT strategy and established platform standards. • Contribute to ServiceNow platform architecture and governance (standards, roadmaps, and design patterns) under senior guidance. • Support multi-module ServiceNow implementations across IT workflows and enterprise functions (e.g., ITSM/CMDB-CSDM, HRSD, SPM, and related capabilities). • Assist in designing ServiceNow integrations using APIs and event-driven patterns, and contribute to secure data/service models. • Analyze current-state capabilities, identify improvement opportunities (cost, efficiency, experience), and support target-state and gap assessments. • Support compliance with architectural standards, change control, and data management; stay current on ServiceNow releases and emerging tech.

• Own platform architecture, governance, and development standards; evolve the enterprise platform roadmap aligned to business, application, integration, security, and data architecture. • Design enterprise integrations using API-led and event-driven patterns. • Lead multi-module implementations and cross-functional solution design. • Architect ServiceNow capabilities for one or more of the following: ITSM/CMDB-CSDM, HRSD, SPM, Discovery & Service Mapping, Virtual Agent, SIR, GRC/IRM, and SAM/HAM. • Define target-state architectures, automation strategies, and data/service models that improve efficiency, compliance, and user experience. • Establish reporting/KPI frameworks and executive dashboards to measure outcomes and value realization.

• The Architect works directly with assigned clients aligning their technology strategy and capabilities with their overall business outcomes. • Their main duties include designing ways to incorporate business processes, creating and implementing architectural artifacts and models, and suggesting improvements to current internal capabilities, functions and processes that the platform supports. • Serve as the client’s technical trusted advisor and main point of contact for client stakeholders. • Oversee various sized projects to drive technology transformation and ensure they meet quality standards and objectives. • Create and implement comprehensive architecture artifacts that align with the business and IT organizational strategy and goals. • Understand client organization initiatives and evaluate technology strategy, organization, business applications, and infrastructure to suggest improvements. • Identify, build, and leverage relationships with business and managerial stakeholders to create an infrastructure that meets the business needs, ensure client satisfaction, and translates opportunities into sales. • Oversee architecture landscape for the platform and make recommendations as it relates to the business, application, technical, security, and data architecture. • Identify opportunities that reduce costs and improve efficiency for IT and business operations by providing target state solution architecture, assessments, and gap analysis to conduct trade-off discussions. • Create, perform, and enforce compliance architecture for specific projects against established architectural criteria, business objectives, change control, and data management. • Remain current with industry and platform emerging technologies; recommend their adoption as necessary.