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
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 to provide needed reasonable accommodations.Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
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 - $138,549.00Nationwide Remote Office (US99)
ICF (NASDAQ:ICFI) is a global consulting and technology services provider with more than 5,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives. Since 1969, government and commercial clients have worked with ICF to overcome their toughest challenges on issues that matter profoundly to their success. Come engage with us at icf.com.