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.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.