ServiceNow Business Analyst

Description

The Business Analyst acts as the bridge between technical teams and the client's business partners-translating requirements into clear, actionable user stories that drive solution development. Working in an Agile environment, this role leads and supports ceremonies, collaborates with Product Owners and developers to define well‑scoped stories with strong acceptance criteria, and facilitates discussions across client and internal teams.

You'll partner directly with stakeholders as a Business SME, communicating effectively through phone, web conferencing, and MS Teams. You'll also support the full project lifecycle by creating and reviewing functional, technical, and training documentation.

Job Location

Remote within the U.S.

What you will be doing

• Analyze existing system documentation to summarize existing system functionality as it relates to the project.

• Create and maintain project roadmaps.

• Provide technical assistance and troubleshooting by effectively responding to inquiries.

• Utilize gherkin syntax for user story acceptance criteria

• Partner with Product Owners and developers to define story scope and acceptance criteria that are clear, complete, and actionable

• Lead and facilitate Agile ceremonies and cross‑functional meetings with confidence

• Collaborate directly with stakeholders, serving as a Business SME and fostering strong communication across phone, web conferencing, and MS Teams

• Support all phases of the project lifecycle-from discovery through delivery

• Create and peer‑review a range of documentation including functional specs, technical documents, training materials, and more

Basic Qualifications

• US Citizenship is required (required by the federal government for this position).

• Must be able to obtain a DHS Public Trust clearance.

• 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.

• 6+ years of business analysis experience including experience translating requirements into specific, scoped user stories and creating documentation including process mapping, role matrixes, etc.

Desired Qualifications

• 3+ years of experience working in an agile environment

• 2+ years of experience independently working with stakeholders to elicit, understand, and prioritize requirements

• 1+ years of experience with the ServiceNow Platform

• 1+ years of experience facilitating sprint ceremonies and other ad hoc meetings as needed

• 1+ years of experience using gherkin syntax for user story acceptance criteria

• Active DHS or DoW Public Trust clearance

• Experience with ServiceNow App Engine, CSM, or ITSM

• Strong experience working in an agile environment

• Good understanding of basic system technologies as they relate to the project deliverables.

• Experience manually testing user stories

Professional Skills

• Strong verbal and written communication skills

• Good understanding of basic system technologies as they relate to the project deliverables.

• Experience providing system demonstrations and presentations to stakeholders

• Experience working in a fast-paced environment

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact View email address on click.appcast.io for assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO ( policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email View email address on click.appcast.io and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination righ t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at View email address on click.appcast.io . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$81,499.00 - $138,549.00

Nationwide Remote Office (US99)