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

• 3+ years of experience 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. citizen 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 Lucidchart

• 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

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 [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.