ServiceNow Business Analyst (Public Trust) - Remote

The Digital Modernization division of ICF is seeking a skilled and detail-oriented ServiceNow Business Analyst with experience identifying, analyzing and managing business and technical requirements for federal government projects. The ideal candidate will gather business requirements, analyze processes, support platform enhancements, and help deliver scalable ServiceNow capabilities that improve operational efficiency and user experience. Candidates should have experience in multiple technologies (ServiceNow, Jira, Confluence).

What you’ll be doing:

• Work with government stakeholders to gather, document, and validate business and functional requirements.
• Translate business needs into user stories, workflows, process maps, and functional specifications.
• Work closely with ServiceNow developers, architects, administrators, and QA teams during implementation and enhancement projects.
• Assist with the management of requirements and collaboration sessions using tools like ServiceNow, JIRA and Confluence
• Analyze existing business processes and recommend improvements using ServiceNow best practices.
• Communicate effectively with a wide variety of technical and non-technical audiences.
• Create and maintain documentation including BRDs, process flows, SOPs, and training materials.
• Assist with backlog grooming, sprint planning, and Agile ceremonies.
• Use diagramming tools to create mockups, workflows to elicit requirements
• Facilitate workshops, meetings, demos, and UAT sessions with business users.
• Support testing activities including test case creation, defect tracking, and validation.
• Provide end-user support and training when needed.

What you must have:

• Bachelor’s Degree
• 4+ years of experience as a Business Analyst in a fast-paced client facing solution delivery environment.
• 4+ years of recent experience working in an Agile development environment as a business analyst (i.e., Scrum, Kanban, etc.)
• 4+ years of experience facilitating requirements gathering, Joint Application Design (JAD) sessions, capturing client requirements and feedback.
• 4+ years of hands-on experience working with projects on the ServiceNow Platform, Jira and Confluence
• 1+years of experience with ServiceNow platform capabilities and workflows.
• 1+ years of experience with Agile/Scrum methodologies.
• Must be a United States (U.S.) Citizen or Green card, and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract, and laws do apply
• Candidates must be able to obtain and maintain a Public Trust with the government
• Candidate must reside in the U.S., be authorized to work in the U.S.

Desired Skills:

• Excellent oral and written communication skills
• Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills.
• Skilled at analyzing existing system documentation to summarize existing system functionality as it relates to the project at hand.
• Experience thriving in ambiguous solution-delivery environments.
• Ability to work well under constantly changing deadlines and priorities.
• Excellent analytical, communication, and stakeholder management skills.

Job Location: This position requires that the job be performed within the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [email protected] for assistance.

Working at ICF

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email [email protected] and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at [email protected]. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final payfor a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: