Business Analyst (ServiceNow) - (High Level Clearance - Remote US)

ICF is a global advisory and technology services provider, and they are seeking a motivated Business Analyst to support ServiceNow delivery for enterprise modernization efforts within a federal environment. The role involves translating business needs into clear requirements, facilitating Agile delivery, and collaborating closely with stakeholders and technical teams to document and improve service processes.

Responsibilities:

• Facilitate requirements elicitation and refinement sessions with business and technical stakeholders
• Document business needs as user stories, acceptance criteria, process flows, business rules, and supporting requirements documentation
• Analyze current-state workflows and identify opportunities for automation, simplification, and service improvement
• Support ServiceNow configuration and enhancement efforts by documenting and clarifying business rules, approvals, workflow logic, and expected outcomes
• Partner with developers and testers to clarify requirements, support test case development, and assist during user acceptance testing
• Maintain backlog items and supporting documentation in Agile tracking tools
• Assist with stakeholder coordination, release planning, validation, and readiness activities
• Support reporting, metrics, and process documentation as needed
• Communicate requirements, decisions, open questions, and status updates across delivery, operations, and customer teams
• Identify requirement gaps, dependencies, and risks, and escalate issues requiring resolution

Requirements:

• Bachelor's degree in business, information systems, computer science, public administration, or a related field
• 3+ years of experience as a Business Analyst supporting software, workflow, or enterprise system efforts
• 3+ years of experience working in an Agile environment such as Scrum or Kanban
• 3+ years of experience gathering, analyzing, and documenting requirements
• 1+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including requirements, workflow analysis, service-management processes, or platform enhancement activities
• Ability to write clear user stories, acceptance criteria, process flows, and supporting requirements documentation
• Experience collaborating with product owners, developers, testers, technical leads, and business stakeholders
• Experience using Agile collaboration tools such as ServiceNow Agile Development, Jira and Confluence, or similar tools
• Must be a U.S. citizen and possess an active Secret clearance due to federal contracting requirements
• Candidate must reside and perform work within the U.S
• Experience supporting one or more ServiceNow modules, such as ITSM, CSM, App Engine, HRSD, or ITOM
• Familiarity with workflow automation, service management, and enterprise service delivery concepts
• Experience using process mapping tools such as Visio or Lucidchart
• Experience supporting UAT, release validation, or test coordination
• Familiarity with federal IT or government contracting environments
• Experience supporting documentation, training, or change management activities