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

Job Description

ICF is seeking a motivated Business Analyst to support ServiceNow delivery for enterprise modernization efforts within a federal environment. This role is

ide
al 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 e
xperience working in an Agile environment such as Scrum or Kanban

3+ years of e
xperience gathering, analyzing, and documenting requirements

1+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including requirements, workflow analysis, service-management processes, or platform enhancement activities

Ability to write clear user stories, acceptance criteria,

process flows,

and

supporting requirements

documentation

Experience collaborating

with product owners, developers, testers, technical leads, and business stakeholders

Experience using Agile collaboration tools such as

ServiceNow

Agile Development
,

Jira and Confluence, or similar tools

Must be a U
.
S
.

c
itizen

and

possess

an active

Secret clearance

due to federal contracting requirements

Candidate must

reside

and perform work within

the U.S.

What We Would Like You

To

Have

Experience supporting

one or more

ServiceNow

modules, such as

ITSM, CSM, App Engine, HRSD,

or

ITOM

Familiarity with workflow automation, service management, and enterprise service delivery concepts

Experience

using

process mapping tools such as Visio or

Lucid
chart

Experience supporting UAT, release validation, or test coordination

Familiarity with

federal IT or

government contracting environments

Experience supporting documentation, training, or

change

management activities

Professional Skills:

Strong analytical, problem-solving, facilitation, communication, and stakeholder-management skills

Ability to communicate complex requirements, process

findings
, testing

results
, and usability

observations

to technical and nontechnical audiences

Ability to organize and prioritize multiple assignments in a fast-paced
, collaborative

delivery environment

Sound judgment and the ability to

identify

requirements

gaps
,

raise concerns, and escalate unresolved scope or priority conflicts appropriately
#ICFCLEARED
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
Candidateaccommodation@icf.com
for assistance.
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.
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 their

expertise

and 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 with

sincerely held

religious beliefs, in all phases of the application and employment process. To request

an accommodation,

please email
Candidateaccommodation@icf.com
and we will be happy to

assist
. All information you provide will be kept confidential and will be used only to the extent

required

to provide needed reasonable accommodations.

Read more about
workplace discrimination righ
t
s

or our benefit offerings which are included in the
Transparency in (Benefits) Coverage

Act.

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 or

assist

with responses during interviews (whether in-person or virtual) is not

permitted
. This policy is in place to

maintain

the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation
that involves the use of AI.
If

such an

accommodation is needed, candidates are instructed to contact us in advance at
candidateaccommodation@icf.com
. We

are dedicated to providing

the 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
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
:
$67,355.00 - $138,549.00
Nationwide Remote Office (US99)

Minimum Qualifications

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