Senior ServiceNow Business Analyst Public Trust (Remote) TT

ICF is a global advisory and technology services provider, and they are seeking a Senior ServiceNow Business Analyst to support their federal customers. This role involves gathering requirements, facilitating Agile processes, and ensuring that low code platform features meet business needs while acting as a liaison between technical teams and stakeholders.

Responsibilities:

• Assist customer’s business needs with Low Code Application Platform modules and business process expertise with Agile development/operational processes and low code platform implementation
• Be a key member of Agile teams, requirements gathering, user story writing, verification testing, ensuring development products meet definition of done and validating the business requirements, and customer demonstrations
• Develop a strong understanding of the business needs of the stakeholders and how the low code platform features will support those needs
• Serve as a translator between technical teams and the business stakeholder community to collect, clarify, analyze and translate requirements into documentation and provide guidance on which applications and solutions will meet needs
• Work directly with business stakeholders, serving in both Business Analyst and Testing roles as a liaison between the development teams and the business community, and communicate effectively via phone and web conferencing
• Support all phases of the project and author content and peer-review a wide array of documents, including user acceptance tests, training documentation and training delivery

Requirements:

• Bachelor's Degree
• 5+ years of experience as a Business Analyst in a fast-paced application development environment, at least 1 implementation of ServiceNow low code platform
• 5+ years of recent experience working in an Agile development environment as a business analyst (i.e., Scrum, Kanban, etc.)
• 2+ years of experience with Low Code Application Platform
• 5+ years of experience facilitating requirements gathering, Joint Application Design (JAD) like sessions, capturing client requirements and feedback
• US Citizenship required due to federal contract requirements
• Must be able to obtain Public Trust clearance
• Expertise in documentation, requirements gathering, and elicitation technique
• Proven ability to work independently without supervision in fast-paced environments
• Proficiency in creating user stories and facilitating Agile ceremonies (e.g., JAD sessions, sprint planning, reviews)
• Experience leading client/user sessions and capturing requirements and feedback
• Demonstrated leadership of high-performing teams and ability to collaborate across development, testing, and deployment efforts
• Strong experience supporting implementations, new instance deployments, and change management processes (e.g., checklists, change requests)
• Hands-on experience with ServiceNow modules including HRSD, Service Catalog, and platform analytics
• Familiarity with ServiceNow ecosystem tools (e.g., space reservation modules, Nuvolo, WSD)
• ServiceNow certification (highly recommended); CSA preferred
• Solid understanding of software development methodologies (Agile, Scrum, Kanban, Waterfall) and requirements/configuration management practices
• Experience using project and requirements management tools (e.g., JIRA)
• Strong analytical skills with ability to review and interpret existing system documentation and map business processes
• Ability to maintain project plans, resource schedules, and forecast activities
• Experience working in ambiguous environments with shifting priorities and deadline
• Ability to provide technical support and troubleshoot issues effectively
• Experience with low-code platforms and/or BPM tools (e.g., ServiceNow, Salesforce)
• Excellent oral and written communication skills