Business Analyst (ServiceNow) - (High Level Clearance - Remote US)
ICF is seeking a motivated Business Analyst to support ServiceNow delivery for enterprise modernization efforts within a federal environment. This role isideal for someone who enjoystranslatingbusiness needs into clear requirements, helping teams improve service processes, and supporting Agile delivery from discovery through release.
The successful candidate will work closely with stakeholders, product owners, developers, testers, and technical leads todocumentcurrent-state and future-state processes,developuser stories and acceptance criteria, andhelp delivery teamsmaintaina shared understanding of approved scope, requirements, and priorities. You should be comfortable facilitating conversations, askingeffectivequestions, and translating complex operational needs into practical, well-structured requirements.
Job Location: Remote work is authorized. Must support US Eastern time zone working hours .
*If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.
What You Will Do
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Facilitate requirements elicitationand refinement sessionswith business and technical stakeholders
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Document business needs as user stories, acceptance criteria, process flows,business rules, and supporting requirements documentation
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Analyze current-state workflows andidentifyopportunities for automation,simplification, and service improvement
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Support ServiceNow configuration and enhancement efforts bydocumenting andclarifying business rules, approvals, workflow logic, and expected outcomes
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Partner with developers and testers toclarify requirements,supporttest case development, andassistduringuser acceptance testing
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Maintain backlog items andsupportingdocumentation in Agile tracking tools
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Assistwith stakeholder coordination, release planning,validation,and readiness activities
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Support reporting, metrics, and process documentation as needed
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Communicate requirements, decisions, open questions, and status updates across delivery, operations, and customer teams
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Identifyrequirement gaps, dependencies, and risks, and escalate issues requiringresolution
What You Must Have
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Bachelor’s degree in business, information systems, computer science, public administration, or a related field
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3+ years of experience as a Business Analyst supporting software, workflow, or enterprise system efforts
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3+ years of experience working in an Agile environment such as Scrum or Kanban
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3+ years of experience gathering, analyzing, and documenting requirements
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1+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including requirements, workflow analysis, service-management processes, or platform enhancement activities
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Ability to write clear user stories, acceptance criteria,process flows,andsupporting requirementsdocumentation
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Experience collaboratingwith product owners, developers, testers, technical leads, and business stakeholders
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Experience using Agile collaboration tools such asServiceNowAgile Development,Jira and Confluence, or similar tools
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Must be a U.S.citizenandpossessan activeSecret clearancedue to federal contracting requirements
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Candidate mustresideand perform work withinthe U.S.
What We Would Like YouToHave
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Experience supportingone or moreServiceNowmodules, such asITSM, CSM, App Engine, HRSD,orITOM
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Familiarity with workflow automation, service management, and enterprise service delivery concepts
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Experienceusingprocess mapping tools such as Visio orLucidchart
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Experience supporting UAT, release validation, or test coordination
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Familiarity withfederal IT orgovernment contracting environments
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Experience supporting documentation, training, orchangemanagement activities
Professional Skills:
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Strong analytical, problem-solving, facilitation, communication, and stakeholder-m