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 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

• 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)