ServiceNow Business Analyst (Public Trust) - Remote

ICF Olson; United States; Remote; USD 67,000 - 115,000; Full time

Job summary

ICF Olson is seeking a skilled ServiceNow Business Analyst to support federal government projects by gathering and validating requirements, translating them into user stories and functional specs, and collaborating with ServiceNow developers, Jira and Confluence teams.

You will facilitate workshops, assist with backlog grooming and Agile ceremonies, document BRDs and SOPs, and ensure solutions deliver measurable improvements in efficiency and user experience.

Qualifications

• Bachelor's Degree required.
• 4+ years as a Business Analyst in a fast-paced client-facing delivery environment.
• 4+ years in an Agile development environment as a BA (Scrum, Kanban).
• 4+ years facilitating requirements gathering and JAD sessions.
• 4+ years hands-on experience with ServiceNow, Jira and Confluence.
• 1+ years of experience with ServiceNow platform capabilities and workflows.
• 1+ years of experience with Agile/Scrum methodologies.
• U.S. Citizenship or Green Card; work must be performed in the United States.

Responsibilities

• Work with government stakeholders to gather and validate requirements.
• Translate needs into user stories, workflows, maps, and specs.
• Collaborate with ServiceNow developers, admins, QA during implementations.
• Assist with requirements management using ServiceNow, Jira, Confluence.
• Analyze processes and recommend improvements using ServiceNow best practices.
• Create and maintain BRDs, SOPs, and training materials.
• Facilitate backlog grooming, sprint planning, and Agile ceremonies.
• Create mockups and workflows to elicit requirements.
• Facilitate workshops, demos, and UAT sessions with business users.
• Support testing with test cases, defects, and validation.
• Provide end-user training and support when needed.

Skills

ServiceNow

Jira

Confluence

Business Analysis

Agile / Scrum

Stakeholder management

Documentation

Education

Bachelor's Degree

Tools

ServiceNow

Job description

The Digital Modernization division of ICF is seeking a skilled and detail-oriented ServiceNow Business Analyst with experience identifying, analyzing and managing business and technical requirements for federal government projects. The ideal candidate will gather business requirements, analyze processes, support platform enhancements, and help deliver scalable ServiceNow capabilities that improve operational efficiency and user experience. Candidates should have experience in multiple technologies (ServiceNow, Jira, Confluence).

What you’ll be doing:

• Work with government stakeholders to gather, document, and validate business and functional requirements.
• Translate business needs into user stories, workflows, process maps, and functional specifications.
• Work closely with ServiceNow developers, architects, administrators, and QA teams during implementation and enhancement projects.
• Assist with the management of requirements and collaboration sessions using tools like ServiceNow, JIRA and Confluence.
• Analyze existing business processes and recommend improvements using ServiceNow best practices.
• Communicate effectively with a wide variety of technical and non-technical audiences.
• Create and maintain documentation including BRDs, process flows, SOPs, and training materials.
• Assist with backlog grooming, sprint planning, and Agile ceremonies.
• Use diagramming tools to create mockups, workflows to elicit requirements.
• Facilitate workshops, meetings, demos, and UAT sessions with business users.
• Support testing activities including test case creation, defect tracking, and validation.
• Provide end-user support and training when needed.

What you must have:

• Bachelor's Degree
• 4+ years of experience as a Business Analyst in a fast-paced client facing solution delivery environment.
• 4+ years of recent experience working in an Agile development environment as a business analyst (i.e., Scrum, Kanban, etc.)
• 4+ years of experience facilitating requirements gathering, Joint Application Design (JAD) sessions, capturing client requirements and feedback.
• 4+ years of hands-on experience working with projects on the ServiceNow Platform, Jira and Confluence
• 1+years of experience with ServiceNow platform capabilities and workflows.
• 1+ years of experience with Agile/Scrum methodologies.
• Must be a United States (U.S.) Citizen or Green card, and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract, and laws do apply
• Candidates must be able to obtain and maintain a Public Trust with the government
• Candidate must reside in the U.S., be authorized to work in the U.S.

Desired Skills:

• Excellent oral and written communication skills
• Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills.
• Skilled at analyzing existing system documentation to summarize existing system functionality as it relates to the project at hand.
• Experience thriving in ambiguous solution-delivery environments.
• Ability to work well under constantly changing deadlines and priorities.
• Excellent analytical, communication, and stakeholder management skills.

Job Location:

This position requires that the job be performed within the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

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 [e-mail] 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 rights 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 [e-mail]. 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 - $114,503.00 Nationwide Remote Office (US99)

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About ICF ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.