ServiceNow Business Analyst (Public Trust) - Remote

* We are open to supporting 100% remote work anywhere within the continental US *

ICF's Digital Modernization Division is seeking a ServiceNow Business Analyst to support federal government clients by identifying, analyzing, and managing business and technical requirements. This role serves as a bridge between business stakeholders and technical teams, helping ensure solutions delivered on the ServiceNow platform align with organizational objectives and user needs.

The ideal candidate has experience gathering requirements, documenting business processes, supporting Agile development teams, and working with platforms such as ServiceNow, Jira, and Confluence to deliver scalable solutions that enhance operational efficiency and user experience.

Key Responsibilities:

Business Analysis & Requirements Management

• Partner with government stakeholders to gather, document, and validate business and functional requirements.
• Translate business needs into user stories, business processes, workflows, and functional specifications.
• Facilitate requirements elicitation sessions, stakeholder interviews, workshops, and sessions.
• Use process mapping and diagramming techniques to document current and future-state workflows.
• Provide data analysis per client requests.

ServiceNow Solution Support

• Collaborate with ServiceNow developers, architects, administrators, and QA teams to support platform enhancements and implementations.
• Analyze existing business processes and recommend improvements aligned with ServiceNow best practices.
• Assist in managing requirements and tracking project activities using ServiceNow, Jira, and Confluence.
• Support the successful delivery of ServiceNow-based solutions across both out-of-the-box and custom scoped applications.

Agile Delivery

• Participate in Agile ceremonies, including sprint planning, backlog grooming, daily standups, reviews, and retrospectives.
• Maintain and prioritize product backlogs in coordination with stakeholders and project teams.
• Ensure requirements are clearly defined and ready for development teams.

Documentation & Communication

• Create and maintain project documentation, including:
  • Standard Operating Procedures (SOPs)
  • Process Flows
  • Data Analysis
  • Training Materials
  • User Stories and Acceptance Criteria
• Communicate effectively with both technical and non-technical audiences.
• Provide regular updates and recommendations to project stakeholders.

Testing & User Support

• Support User Acceptance Testing (UAT) activities.
• Assist with test case development, defect tracking, and validation efforts.
• Facilitate solution demonstrations and stakeholder review sessions.
• Provide end-user support and training as needed.

Required Qualifications:

• U.S. Citizen or Green Card holder.
• Must reside and work within the United States.
• Must be authorized to work in the United States.
• Must be able to obtain and maintain a Public Trust clearance.
• 4+ years of experience as a Business Analyst in a client-facing solution delivery environment.
• 4+ years of experience operating within Agile development frameworks such as Scrum or Kanban.
• 4+ years of experience facilitating requirements gathering sessions and capturing stakeholder feedback.
• 4+ years of hands-on experience working with:
  • ServiceNow
  • Jira
  • Confluence
• 1+ year of experience supporting ServiceNow platform capabilities and workflows.

Preferred Skills

• Bachelor's degree from an accredited institution.
• Strong verbal and written communication skills.
• Excellent stakeholder management and facilitation abilities.
• Experience analyzing and interpreting existing system documentation.
• Ability to thrive in fast-paced and ambiguous project environments.
• Strong organizational, time management, and reporting skills.
• Proficiency creating process diagrams, workflows, wireframes, and requirements artifacts.
• Experience managing competing priorities and changing deadlines.
• Strong analytical and problem-solving capabilities.
• Ability to work independently while effectively collaborating across multiple teams.
• Strong data analysis expertise (e.g. comparing multiple large excel sheets for differences)

Professional Competencies

• Business Process Analysis
• ServiceNow Platform Knowledge
• Agile Project Delivery
• Stakeholder Engagement
• User Story Development
• Process Improvement
• Facilitation and Workshop Leadership
• Testing and Validation Support
• Technical and Business Communication

Job Location: Remote; however, this position requires that the job be performed in the United States and there will be travel of approximately 10% to a customer site. 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 prohibits personal VPN connections. 

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for 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: