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JOB #R2100007

ServiceNow Business Analyst

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

The Team:

Innovation, collaboration, transparency, sustainability: carrying out missions in the Federal government requires creative thinking and a multifaceted approach. We are seeking a talented Senior Business Analyst to act as a translator between business and technical teams. As a key member of the team, you will partner with other leads throughout ICF to raise the bar on our ability to deliver applications and services at high velocity.

The Work

The Tailored Platform Support Services (TPSS) team supports over 30 applications ranging in scope from licensing and application processing to supply chain management. There are a number of efforts in the pipeline that will require immediate staffing. The TPSS team supports the federal government in these modernization efforts by conducting discovery, elicitation and implementation of requirements.

Job Description

Utilizing a consultative approach, the Agile Business Analyst serves as a liaison between technical teams and the client’s business community to identify core business needs and translate them into clear functional requirements all while driving user adoption and engagement. The Business Analyst defines detailed stories and epics, with applicable acceptance criteria in collaboration with product owners and ICF’s technology team guiding stakeholders from prioritization through concept development.

This position is within the context of an Agile team employing Scrum development framework. This position will be working directly with stakeholders, serve in both Business Analyst and Project Manager roles and must be able to communicate effectively via phone and web conferencing as many stakeholders work remote.

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

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

  • 2+ years recent experience working in an Agile development environment as a Business Analyst (i.e., Scrum, Kanban, etc.)

  • 1+ years of experience with the ServiceNow Platform

  • 2+ years of experience facilitating requirements gathering, Joint Application Design (JAD) sessions, decomposing and documenting requirements

  • US Citizenship required due to federal contract requirements

  • Must be able to obtain a Public Trust clearance

Desired Skills:

  • Excellent oral and written communication skills

  • 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, ServiceNow SDLC, 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

  • Experience with ServiceNow, Appian, or similar BPM software

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.

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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.