Business Analyst; ServiceNow Level Clearance - Remote

Business Analyst

ICF is seeking a motivated Business Analyst to support Service Now delivery for enterprise modernization efforts within a federal environment. This role is ideal for someone who enjoys translating business 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 to document current-state and future-state processes, develop user stories and acceptance criteria, and help delivery teams maintain a shared understanding of approved scope, requirements, and priorities. You should be comfortable facilitating conversations, asking effective questions, 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

• 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 Service Now 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

What You Must Have

• 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 Service Now 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 Service Now 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.

What We Would Like You To Have

• Experience supporting one or more Service Now 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 Lucid chart
• Experience supporting UAT, release validation, or test coordination
• Familiarity with federal IT or government contracting environments
• Experience supporting documentation, training, or change management activities

Professional

Skills:

• Strong analytical, problem-solving, facilitation, communication, and stakeholder-management skills
• Ability to communicate complex requirements, process findings, testing results, and usability observations to technical and nontechnical audiences
• Ability to organize and prioritize multiple assignments in a fast-paced, collaborative delivery…