Remote ServiceNow BA – ITSM/ITOM for Federal Clients

ICF

Reston (VA)

On-site

USD 67,000 - 115,000

Full time

14 days+

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Job summary

ICF is seeking a ServiceNow Business Analyst to join the Digital Modernization Division. You will gather requirements, analyze processes, and translate needs into scalable ServiceNow ITSM/ITOM solutions for federal clients across the United States.

You will work with government stakeholders, project managers, and developers to support ITSM, ITOM, and agile delivery. This role is eligible for remote work within the United States and requires US residency.

Qualifications

3+ years as a Business Analyst supporting software delivery, workflow modernization, or ITSM initiatives.
3+ years eliciting, analyzing, documenting, and refining requirements in Agile/Scrum or Kanban delivery environments.
3+ years facilitating stakeholder interviews, requirements sessions, design workshops, JAD sessions, demos, or comparable discovery activities.
Experience supporting ServiceNow projects or comparable enterprise workflow platform initiatives.
Experience with ServiceNow ITSM workflows, terminology, and service management processes.
Experience with ITOM concepts such as CMDB, Discovery, Service Mapping, Event Management, or service dependency mapping.
Experience creating user stories, acceptance criteria, process flows, workflow diagrams, requirements traceability, and documentation.
Experience using Agile collaboration tools such as Jira, Confluence, Azure DevOps, or similar tools.
Strong analytical, facilitation, problem-solving, documentation, and stakeholder management skills.
Strong written, verbal, and interpersonal communication skills.
Must be a U.S. Citizen or Green Card holder due to federal contract requirements.
Must be able to obtain and maintain a Public Trust clearance, if required by the federal contract.
MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract.

Responsibilities

Requirements Elicitation: Gather, analyze, document, and validate business and functional requirements with stakeholders and teams.
Business Process Analysis: Review current and future state processes to identify automation and workflow improvements.
User Stories and Acceptance Criteria: Translate needs into stories, criteria, flows, and documentation.
ITSM Support: Support ITSM modules (Incident, Problem, Change, Request, Knowledge, Service Catalog, reporting).
ITOM Support: Support CMDB, Discovery, Service Mapping, Event Management, data quality, and service visibility.
Agile Delivery Support: Participate in ceremonies, backlog grooming, sprint planning, demos, and readiness activities.
Stakeholder Collaboration: Lead workshops and review meetings with business and technical stakeholders.
Documentation: Create BRDs, user stories, SOPs, logs, and release materials.
Testing and Quality Assurance: Assist with test planning, UAT, defects, and traceability.
Change Management and Training: Help with communications, training materials, and adoption activities.
Risk and Dependency Management: Identify gaps, dependencies, risks, and escalations.