ServiceNow Business Analyst (Public Trust) - Remote

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

Job summary

ICF's Digital Modernization division is seeking a ServiceNow Business Analyst to gather and validate requirements, translate them into actionable artifacts, and work with ServiceNow developers and QA teams on federal projects.

The role emphasizes Agile practices, collaboration across Jira/Confluence, and delivering scalable ServiceNow capabilities to improve efficiency and user experience.

Qualifications

• Bachelor’s degree required.
• 4+ years of BA experience in fast-paced client-facing delivery.
• Experience with ServiceNow, Jira, and Confluence in Agile environments.

Responsibilities

• 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 backlog grooming, sprint planning, and Agile ceremonies.
• Facilitate workshops, meetings, demos, and UAT sessions with business users.

Skills

Business analysis

Requirements elicitation

Agile/Scrum

Stakeholder management

Education

Bachelor's Degree

Tools

ServiceNow

Jira

Confluence

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 experienceas 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 theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read ourEEOpolicy.

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 withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please [e-mail] we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.

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 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 accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance [e-mail]. Weare dedicated to providingthe 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.

$67,355.00 - $114,503.00

Nationwide Remote Office (US99)