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

Quick Facts

Role: Business Analyst supporting ServiceNow delivery for enterprise modernization in a federal environment.

Work: Remote authorized; must support US Eastern time zone working hours. Candidate must reside and perform work within the U.S.; work access may be blocked from foreign locations/foreign IP addresses and personal VPN connections are prohibited.

Description

ICF is seeking a motivated Business Analyst to support ServiceNow delivery for enterprise modernization efforts within a federal environment. The role translates business needs into clear requirements, documents current-state and future-state processes, and supports Agile delivery from discovery through release.

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 experience as a Business Analyst supporting software, workflow, or enterprise system efforts
• 3+ years experience working in an Agile environment such as Scrum or Kanban
• 3+ years experience gathering, analyzing, and documenting requirements
• 1+ years experience supporting ServiceNow or a comparable enterprise workflow platform (requirements, workflow analysis, service-management processes, or platform enhancements)
• 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)
• U.S. citizen with an active Secret clearance
• Reside and perform work within the U.S.

What We Would Like You To Have

• Experience supporting ServiceNow modules (ITSM, CSM, App Engine, HRSD, ITOM)
• Familiarity with workflow automation, service management, and enterprise service delivery concepts
• Experience using process mapping tools (Visio or Lucidchart)
• Experience supporting UAT, release validation, or test coordination
• Familiarity with federal IT/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 to identify requirements gaps, raise concerns, and escalate unresolved scope or priority conflicts