Senior Business Analyst (ServiceNow) - (High Level Clearance - Remote US) 

ICF is seeking an experienced Senior Business Analyst to support ServiceNow modernization and continuous improvement efforts for a federal mission environment. This role is intended for a senior business analyst who can lead requirements activities, guide stakeholders, influence delivery direction, and translate operational needs into practical ServiceNow solutions. 

The ideal candidate brings deep experience in business analysis, Agile delivery, and ServiceNow-oriented workflow improvement. You will work across business and technical teams to define scope, refine requirements, facilitate decisions, and support delivery through design, testing, and release. You should be confident leading requirements discussions, identifying dependencies and risks, and ensuring solutions remain aligned to mission needs. 

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 

• Lead requirements elicitation and refinement sessions with business and technical stakeholders 

• Translate complex business needs into user stories, acceptance criteria, process flows, and supporting documentation 

• Analyze current-state and future-state workflows to improve service delivery, automation, and user experience 

• Own requirements quality and traceability from initial discovery through design, development, testing, and release 

• Partner with ServiceNow architects, developers, and testers to validate requirement completeness, technical feasibility, and alignment with intended business outcome 

• Identify requirements dependencies, gaps, assumptions, and delivery risks, and facilitate timely resolution with business and technical stakeholders 

• Partner with product and delivery leads to prioritize the backlog and coordinate requirements readiness for sprint planning, user acceptance testing, and release 

• Define and document reporting, operational support, and process governance requirements 

• Facilitate stakeholder alignment and resolve scope or process questions as they arise 

• Maintain clear documentation and strong requirements hygiene in Agile tools 

What You Must Have 

• Bachelor’s degree in business, information systems, computer science, public administration, or a related field 

• 6+ years of experience performing business analysis for software, workflow, or enterprise system modernization initiatives 

• Demonstrated experience leading requirements elicitation, analysis, documentation, and refinement within Agile delivery environments such as Scrum or Kanban 

• Experience developing user stories, acceptance criteria, process flows, and traceable functional and nonfunctional requirements 

• 3+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including workflow configuration, service-management processes, or platform-based modernization 

• Experience using Agile collaboration tools such as ServiceNow Agile Development, Jira and Confluence, or similar tools 

• Must be a U.S. citizen and possess an active Top Secret security clearance, as required by the federal contract 

• Must reside and perform work within the U.S. 

What We Would Like You To Have 

• Experience supporting one or more relevant ServiceNow modules, including ITSM, CSM, App Engine, HRSD, ITOM, or related modules 

• Experience with workflow automation, service management, platform-based modernization, and process modeling tools such as Visio or Lucidchart 

• Experience supporting federal service delivery or enterprise operations programs 

• Experience supporting UAT, release planning, training, or change management 

• Familiarity with DevSecOps, continuous delivery, or scaled Agile frameworks such as SAFe 

• Experience mentoring analysts or establishing business analysis and requirements management best practices 

Professional Skills 

• Strong analytical, problem-solving, facilitation, and stakeholder management skills 

• Ability to communicate complex requirements, process, testing, and usability findings to technical and nontechnical audiences 

• Ability to organize and prioritize multiple assignments in a fast-paced delivery environment 

• Sound judgment and the ability to facilitate decisions when requirements, scope, or stakeholder priorities conflict 

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 [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.