ServiceNow Business Analyst – ITSM and ITOM

ICF is a global advisory and technology services provider supporting government clients with digital modernization and technology solutions. The ServiceNow Business Analyst will support ITSM and ITOM initiatives by eliciting and analyzing requirements, documenting user stories and acceptance criteria, improving business processes, coordinating stakeholders, and supporting Agile delivery, testing, training, and release readiness.

Responsibilities:

• Requirements Elicitation: Work closely with government stakeholders, product owners, Project Managers, ServiceNow architects, developers, testers, and administrators to gather, analyze, document, and validate business and functional requirements
• Business Process Analysis: Analyze current-state and future-state service management processes and identify opportunities for automation, workflow improvement, reporting enhancements, and better user experience
• User Stories and Acceptance Criteria: Translate business needs into user stories, acceptance criteria, process flows, functional specifications, mockups, and supporting documentation
• ITSM Support: Support requirements for ITSM applications such as Incident, Problem, Change, Request, Knowledge, Service Catalog, service-level management, and operational reporting
• ITOM Support: Support requirements related to CMDB, Discovery, Service Mapping, Event Management, operational data quality, and service visibility
• Agile Delivery Support: Participate in Agile ceremonies, backlog grooming, sprint planning, demos, retrospectives, and requirements readiness activities
• Stakeholder Collaboration: Facilitate workshops, working sessions, JAD sessions, demos, and requirements review meetings with business and technical stakeholders
• Documentation: Create and maintain BRDs, user stories, acceptance criteria, process maps, SOPs, decision logs, meeting notes, training materials, and release support documentation
• Testing and Quality Assurance Support: Support test case development, UAT planning, defect review, requirements traceability, validation activities, and release readiness
• Change Management and Training Support: Assist with user communications, training materials, stakeholder demos, and transition activities to support adoption of ServiceNow capabilities
• Risk and Dependency Management: Identify requirements gaps, dependencies, assumptions, risks, and open decisions. Escalate issues appropriately and help facilitate timely resolution
• Collaboration and Communication: Communicate effectively with technical and non-technical audiences and ensure requirements remain aligned to business outcomes, scope, and platform constraints

Requirements:

• 3+ years of experience as a Business Analyst supporting software delivery, workflow modernization, enterprise platforms, or IT service management initiatives
• 3+ years of experience eliciting, analyzing, documenting, and refining requirements in Agile/Scrum or Kanban delivery environments
• 3+ years of experience facilitating stakeholder interviews, requirements sessions, design workshops, JAD sessions, demos, or comparable collaborative discovery activities
• Experience supporting ServiceNow projects or comparable enterprise workflow platform initiatives
• Experience with ServiceNow ITSM workflows, terminology, and service management processes
• Experience with ServiceNow ITOM concepts such as CMDB, Discovery, Service Mapping, Event Management, operational data, or service dependency mapping
• Experience creating user stories, acceptance criteria, process flows, workflow diagrams, requirements traceability, and functional documentation
• Experience using Agile collaboration tools such as ServiceNow Agile Development, Jira, Confluence, Azure DevOps, or similar tools
• Strong analytical, facilitation, problem-solving, documentation, and stakeholder management skills
• Strong written, verbal, and interpersonal communication skills
• Must be a U.S. Citizen or Green Card holder due to federal contract requirements.
• Must be able to obtain and maintain a Public Trust clearance, if required by the federal contract
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply
• Knowledge of ITSM, ITOM, CMDB, Service Portal, ITIL-aligned processes, and platform-based modernization
• Knowledge of ServiceNow's Generative AI capabilities like Now Assist
• Experience supporting UAT, release planning, training, change management, or production support transition activities
• Experience using process modeling or diagramming tools such as Visio, Lucidchart, Miro, or Figma
• Experience working in fast-paced, collaborative, and deadline-driven environments
• ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - ITSM, or related ServiceNow certification
• Previous U.S. government contracting work experience preferred