ServiceNow Business Analyst​/UX

Description

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Please note:

This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award._

ICF is seeking a Business Analyst / User Experience Designer to support a complex federal Service Now program with multiple delivery work streams. This hybrid role combines business analysis skills with hands-on UX/UI design to translate mission and user needs into clear requirements and intuitive, accessible, and effective digital experiences.

This role is for a professional with demonstrated capability in both business analysis and UX design. The successful candidate will work within Agile delivery teams to analyze workflows, define requirements, create user-centered designs, and support solutions from discovery through testing and release.

The ideal candidate can move effectively between stakeholder discussions, requirements documentation, process analysis, wire framing, prototyping, and design validation. You will collaborate with stakeholders, product owners, senior analysts, developers, testers, administrators, and technical leads to ensure that business requirements and user experience decisions remain aligned.

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* 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*
* + Perform business analysis and UX design activities across assigned work streams, 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 userneeds into user stories, acceptance criteria, process flows, and design-ready requirements

+ Design Service Now user experiences using wireframes, user flows, prototypes, and high-fidelity interface concepts

+ Collaborate with developers, administrators, product owners, and subject matter experts to alignrequirements 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

** What You Must Have*
* + Must be aU.S. citizen andpossessan 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 ofprofessionalexperience in business analysis, UX/UI design, or a combined BA/UX role

+ 3+ years of recent experienceeliciting, analyzing, documenting, and refining requirements within Agile delivery environments such as Scrum or Kanban

+ 3+ years of experiencefacilitatingstakeholder interviews, requirements sessions, design workshops, JAD sessions, or comparable collaborative discovery activities.

+ 1+ years of experience supporting Service Now or a comparable enterprise workflow platform, including workflow analysis, requirements, design, or platform-enhancement activities

** What We Would Like You*
* ** To*
* ** Have*
* + Experience creating wireframes, user flows, and design specifications or supporting Service Now 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 Service Now user experience capabilities, interface patterns, or the Service Now Horizon Design System

+ Experience conducting user research, persona development, orsupportingusability testing

+ Experience designing enterprise workflows, forms, dashboards, reports, or workload-management experiences

+ Familiarity with reporting and analytics design, including information hierarchy, filters, visualizationselection, and dashboard usability

+ Familiarity with workflow management, data integration,service management,or federal service delivery environments

+ Experience using Figma orcomparable design and collaboration tools

+ Experience working in secure federalor government contractingenvironments

** Professional

Skills:

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* + Strong analytical, problem-solving, facilitation, communication, and stakeholder-engagement skills

+ Ability to shift effectively between requirements analysis, process analysis, interaction design, and delivery support

+ Ability to explain requirements, design rationale, usability findings, and accessibility considerations to technical and nontechnical audiences

+ Ability to receive, evaluate, and incorporate stakeholder and user feedback…