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

ICF is seeking anexperienced Senior Business Analyst to support ServiceNow modernization and continuous improvement efforts for a federal mission environment. This role is intended fora senior business analyst who canleadrequirements activities,guide stakeholders,influencedelivery direction, and translate operational needs into practical ServiceNow solutions.

The ideal candidate brings deep experience in business analysis, Agile delivery, and ServiceNow-oriented workflow improvement. You will work across business and technical teams to define scope, refine requirements,facilitatedecisions, and support delivery through design, testing, and release. You should be confident leading requirements discussions,identifyingdependencies and risks, and ensuring solutionsremainaligned to mission needs.

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

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

• Translate complex business needs into user stories, acceptance criteria, process flows, and supporting documentation

• Analyze current-state and future-state workflows to improve service delivery, automation, and user experience

• Own requirements quality and traceability frominitialdiscovery through design, development, testing, and release

• Partner with ServiceNow architects, developers, and testers tovalidaterequirementcompleteness,technicalfeasibility, andalignment with intended business outcome

• Identifyrequirements dependencies, gaps, assumptions, and delivery risks, andfacilitatetimelyresolution with business and technical stakeholders

• Partner with product and delivery leads to prioritize the backlog and coordinate requirements readiness for sprint planning, user acceptance testing, and release

• Defineand documentreporting, operational support, and process governance requirements

• Facilitate stakeholder alignment and resolve scope or process questions as they arise

• Maintain clear documentation and strong requirements hygiene in Agile tools

What You Must Have

• Bachelor’s degree inbusiness, information systems, computer science, public administration, orarelatedfield

• 6+ years of experience performing business analysis for software, workflow, or enterprise system modernization initiatives

• Demonstrated experience leading requirements elicitation, analysis, documentation, and refinement within Agile delivery environments such as Scrum or Kanban

• Experience developing user stories, acceptance criteria, process flows, and traceable functional and nonfunctional requirements

• 3+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including workflow configuration, service-management processes, or platform-based modernization

• Experience using Agile collaboration tools such asServiceNowAgile Development,Jira and Confluence, or similar tools

• Must be a U.S. citizen andpossessan active Top Secret security clearance, as required by the federal contract

• Mustresideand perform work withinthe U.S.

What We Would Like YouToHave

• Experience supportingone or more relevantServiceNowmodules, includingITSM, CSM, App Engine, HRSD, ITOM, or related modules

• Experience with workflow automation, service management,platform-based modernization,andprocess modeling tools such as Visio orLucidchart

• Experience supporting federal service delivery or enterprise operations programs

• Experience supporting UAT, release planning, training,or change management

• Familiarity withDevSecOps, continuous delivery, or scaled Agileframeworks such asSAFe

• Experience mentoring analysts orestablishingbusiness analysis andrequirementsmanagementbest practices

Professional Skills

• Strong analytical, problem-solving, facilitation, and stakeholdermanagement skills

• Ability to communicate complex requirements, process, testing, and usability findings to technical and nontechnical audiences

• Ability to organize and prioritize multiple assignments in a fast-paced delivery environment

• Sound judgment and the ability tofacilitatedecisions when requirements, scope, or stakeholder priorities conflict

#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 orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at 

candidateaccommodation@icf.com