ServiceNow Business Analyst/UX (Top Secret)

ICF is a global advisory and technology services provider, seeking a Business Analyst / User Experience Designer to support a complex federal ServiceNow program. This hybrid role combines business analysis skills with hands-on UX/UI design to translate mission and user needs into clear requirements and effective digital experiences.

Responsibilities:

• Perform business analysis and UX design activities across assigned workstreams, including workflow and workload management, reporting and analytics, and data-integration use cases
• Gather, analyze, and document requirements from stakeholders, SMEs, product owners, and technical teams
• Translate business and user needs into user stories, acceptance criteria, process flows, and design-ready requirements
• Design ServiceNow user experiences using wireframes, user flows, prototypes, and high-fidelity interface concepts
• Collaborate with developers, administrators, product owners, and subject matter experts to align requirements and design decisions with technical and business constraints
• Apply user-centered design and accessibility best practices, including Section 508 and WCAG considerations
• Use Agile delivery practices to refine priorities, support sprint activities, and keep work aligned with delivery goals
• Support usability testing, analyze feedback, and recommend design improvements
• Support user acceptance testing and release readiness activities

Requirements:

• Must be a U.S. citizen and possess an active Top Secret clearance due to federal contracting requirements
• Bachelor's degree in business, information systems, user experience design, human-computer interaction, public administration, or a related field
• 3+ years of professional experience in business analysis, UX/UI design, or a combined BA/UX role
• 3+ years of recent experience eliciting, analyzing, documenting, and refining requirements within Agile delivery environments such as Scrum or Kanban
• 3+ years of experience facilitating stakeholder interviews, requirements sessions, design workshops, JAD sessions, or comparable collaborative discovery activities
• 1+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including workflow analysis, requirements, design, or platform-enhancement activities
• Experience creating wireframes, user flows, and design specifications or supporting ServiceNow applications or comparable enterprise workflow platforms
• Working knowledge of user-centered design, usability, accessibility, and inclusive-design principles, including Section 508 and WCAG guidelines
• Experience with ServiceNow user experience capabilities, interface patterns, or the ServiceNow Horizon Design System
• Experience conducting user research, persona development, or supporting usability testing
• Experience designing enterprise workflows, forms, dashboards, reports, or workload-management experiences
• Familiarity with reporting and analytics design, including information hierarchy, filters, visualization selection, and dashboard usability
• Familiarity with workflow management, data integration, service management, or federal service delivery environments
• Experience using Figma or comparable design and collaboration tools
• Experience working in secure federal or government contracting environments