Business Analyst (ServiceNow) - (High Level Clearance - Remote US)

ICF is seeking a motivated Business Analyst to support ServiceNow delivery for enterprise modernization efforts within a federal environment. This role is ideal for someone who enjoys translating business needs into clear requirements, helping teams improve service processes, and supporting Agile delivery from discovery through release. 

The successful candidate will work closely with stakeholders, product owners, developers, testers, and technical leads to document current-state and future-state processes, develop user stories and acceptance criteria, and help delivery teams maintain a shared understanding of approved scope, requirements, and priorities. You should be comfortable facilitating conversations, asking effective questions, and translating complex operational needs into practical, well-structured requirements. 

Job Location: Remote work is authorized.  Must support US Eastern time zone working hours.  

*If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.  

What You Will Do 

• Facilitate requirements elicitation and refinement sessions with business and technical stakeholders 

• Document business needs as user stories, acceptance criteria, process flows, business rules, and supporting requirements documentation 

• Analyze current-state workflows and identify opportunities for automation, simplification, and service improvement 

• Support ServiceNow configuration and enhancement efforts by documenting and clarifying business rules, approvals, workflow logic, and expected outcomes 

• Partner with developers and testers to clarify requirements, support test case development, and assist during user acceptance testing 

• Maintain backlog items and supporting documentation in Agile tracking tools 

• Assist with stakeholder coordination, release planning, validation, and readiness activities 

• Support reporting, metrics, and process documentation as needed 

• Communicate requirements, decisions, open questions, and status updates across delivery, operations, and customer teams 

• Identify requirement gaps, dependencies, and risks, and escalate issues requiring resolution 

What You Must Have 

• Bachelor’s degree in business, information systems, computer science, public administration, or a related field 

• 3+ years of experience as a Business Analyst supporting software, workflow, or enterprise system efforts 

• 3+ years of experience working in an Agile environment such as Scrum or Kanban