The Team:

ICF teams support federal clients seeking to leverage the ServiceNow platform to achieve greater operational efficiencies through automation, real-time reporting and analytics, improved staff productivity, and enhanced end-user experiences. The goal is to help clients use ServiceNow to improve service management processes, better understand operational data, modernize workflows, and support more effective business operations. The Work The qualified candidate will support ServiceNow ITSM and ITOM requirements analysis, process improvement, Agile delivery, backlog readiness, user acceptance testing, and stakeholder coordination.

Position Responsibilities:

Requirements Elicitation:

Work closely with government stakeholders, product owners, Project Managers, ServiceNow architects, developers, testers, and administrators to gather, analyze, document, and validate business and functional requirements.

Business Process Analysis:

Analyze current-state and future-state service management processes and identify opportunities for automation, workflow improvement, reporting enhancements, and better user experience.

User Stories and Acceptance Criteria:

Translate business needs into user stories, acceptance criteria, process flows, functional specifications, mockups, and supporting documentation.

ITSM Support:

Support requirements for ITSM applications such as Incident, Problem, Change, Request, Knowledge, Service Catalog, service-level management, and operational reporting.

ITOM Support:

Support requirements related to CMDB, Discovery, Service Mapping, Event Management, operational data quality, and service visibility.

Agile Delivery Support:

Participate in Agile ceremonies, backlog grooming, sprint planning, demos, retrospectives, and requirements readiness activities.

Stakeholder Collaboration:

Facilitate workshops, working sessions, JAD sessions, demos, and requirements review meetings with business and technical stakeholders.

Documentation:

Create and maintain BRDs, user stories, acceptance criteria, process maps, SOPs, decision logs, meeting notes, training materials, and release support documentation.

Testing and Quality Assurance Support:

Support test case development, UAT planning, defect review, requirements traceability, validation activities, and release readiness.

Change Management and Training Support:

Assist with user communications, training materials, stakeholder demos, and transition activities to support adoption of ServiceNow capabilities.

Risk and Dependency Management:

Identify requirements gaps, dependencies, assumptions, risks, and open decisions. Escalate issues appropriately and help facilitate timely resolution.

Collaboration and Communication:

Communicate effectively with technical and non-technical audiences and ensure requirements remain aligned to business outcomes, scope, and platform constraints.

Required Skills:

3+ years of experience as a Business Analyst supporting software delivery, workflow modernization, enterprise platforms, or IT service management initiatives. 3+ years of experience eliciting, analyzing, documenting, and refining requirements in Agile/Scrum or Kanban delivery environments. 3+ years of experience facilitating stakeholder interviews, requirements sessions, design workshops, JAD sessions, demos, or comparable collaborative discovery activities. Experience supporting ServiceNow projects or comparable enterprise workflow platform initiatives. Experience with ServiceNow ITSM workflows, terminology, and service management processes. Experience with ServiceNow ITOM concepts such as CMDB, Discovery, Service Mapping, Event Management, operational data, or service dependency mapping. Experience creating user stories, acceptance criteria, process flows, workflow diagrams, requirements traceability, and functional documentation. Experience using Agile collaboration tools such as ServiceNow Agile Development, Jira, Confluence, Azure DevOps, or similar tools. Strong analytical, facilitation, problem-solving, documentation, and stakeholder management skills. Strong written, verbal, and interpersonal communication skills. Must be a U.S. Citizen or Green Card holder due to federal contract requirements. Must be able to obtain and maintain a Public Trust clearance, if required by the federal contract.

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.

Preferred skills:

ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - ITSM, or related ServiceNow certification. Knowledge of ITSM, ITOM, CMDB, Service Portal, ITIL-aligned processes, and platform-based modernization. Knowledge of ServiceNow's Generative AI capabilities like Now Assist. Experience supporting UAT, release planning, training, change management, or production support transition activities. Experience using process modeling or diagramming tools such as Visio, Lucidchart, Miro, or Figma. Previous U.S. government contracting work experience preferred. Experience working in fast-paced, collaborative, and deadline-driven environments. 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 Candidateaccommodation@icf.com 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 Candidateaccommodation@icf.com 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 candidateaccommodation@icf.com . 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. 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