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Washington, District of Columbia, United States of America
JOB #R2003093

Principal ServiceNow Business Analyst

Job Description

ICF’s IT Modernization division is a rapidly growing, entrepreneurial, technology driven department, seeking a motivated Principal ServiceNow Business Analyst to support upcoming needs.

The Team

We provide digital transformation support in the form of cloud-based technology solutions, business process re-engineering and program management to the Office of Management and Policy within the Department of Health and Human Services Office of the Inspector General. We analyze legacy applications and through close collaboration with stakeholders, develop new innovative solutions using an agile methodology that decrease capital and operational costs while also enhancing employee experience.

The Work

The candidate will work with the ServiceNow platform on a range of out-of-box and scoped applications. They will act as a Scrum Master / Business Analyst with responsibilities including:  generation and management of product backlogs, managing scrum ceremonies, testing application functionality, generation and enforcement of application governance, training users on new application functionality and producing training documentation, supporting operations and maintenance for deployed applications and driving client adoption. 

The Business Analyst serves as a translator between technical teams and the client’s business community to collect, clarify, analyze and translate business requirements into documentation and conceptual design from which applications and solutions are developed.  This position is within the context of an Agile team employing Scrum development framework.  The Business Analyst defines detailed stories and epics, with applicable acceptance criteria in collaboration with product owners and ICF’s technology team and facilitates meetings with client and internal technical and operational teams.

This position will be working directly with stakeholders, serve in both Business Analyst and Scrum Master roles and must be able to communicate effectively via phone and web conferencing as many of stakeholders work remotely.

In addition to supporting all phases of the project, this position will also be responsible for authoring content and peer reviewing a wide array of documents, including functional, technical, training as well as marketing, and proposals.

Minimum Job Requirements:

  • Bachelor’s Degree

  • 5+ years’ experience as a Business Analyst in a fast-paced application development environment

  • 5+ years’ recent experience working in an Agile development environment as a business analyst (i.e., Scrum, Kanban, etc.)

  • 2+ years’ of experience implementing ServiceNow solutions as part of a project delivery team

  • 5+ years’ of experience facilitating requirements gathering, Joint Application Design (JAD) sessions, capturing client requirements and feedback

  • US Citizenship required due to federal contract requirements

  • Must be able to obtain Public Trust Clearance

Desired Skills:

  • Excellent oral and written communication skills

  • Certified Implementation Specialist in ServiceNow Project Portfolio Management (CIS-PPM) preferred

  • Knowledge of ServiceNow Financial Management

  • Solid understanding of various software development cycles (e.g., Agile, Waterfall, etc.); knowledge of requirements management, configuration management methodologies, along with corresponding support tools, i.e., JIRA, etc.

  • Skilled at analyzing existing system documentation to summarize existing system functionality as it relates to the project at hand

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

  • Ability to maintain project plans, resourcing schedules and forecasted activities

  • Experience with business process mapping and the use of project management software

  • Ability to provide technical assistance and troubleshooting by effectively responding to inquiries

  • Experience thriving in ambiguous software development environments

  • Ability to work well under constantly changing deadlines and priorities

  • An understanding of the full software development lifecycle (SDLC) including recent successful and demonstrated experience with Agile methodologies (Scrum) is expected

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email 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 non-discrimination:  EEO is the law and  Pay Transparency Statement.

DC Remote Office (DC99)

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.