Senior ServiceNow Business Analyst- Secret (Remote MD, DC and VA)

ICF International, Inc•Reston, VA

42d•$81,094 - $137,860•Hybrid

About The Position

ICF's IT Modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking a motivated Senior ServiceNow Business Analyst to support the upcoming needs of our federal customers. This position will be working directly with stakeholders, serving in both Business Analyst and Project Lead roles, and must be able to communicate effectively via phone and web conferencing as many 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. We are seeking a ServiceNow Technical Business Analyst/Systems Analyst professional with strong expertise in the IT Service Management (ITSM) module, working knowledge of Asset Management, and foundational development skills. This role involves engaging with stakeholders, leading requirement-gathering sessions, and translating business needs into clear technical requirements and actionable development tasks. The ideal candidate should be able to configure and customize the ServiceNow platform, support testing and validation, and act as a functional liaison between business users and technical teams. This is an excellent opportunity for someone with both ServiceNow technical expertise as well as strong communication, analysis, and leadership skills.

Requirements

4+ years of experience working with ServiceNow, with a focus on ITSM and Asset Management modules
Experience with ServiceNow modules such as Asset Management, CMDB, and Discovery
Foundational knowledge of ServiceNow development, configuration, workflows, and data structures, including basic JavaScript
Familiarity with ITSM processes (Incident, Problem, Change, Request) and ITIL practices
Proven ability to lead meetings, facilitate requirement discussions, and document business needs from diverse stakeholders
Strong written and verbal communication skills, with experience translating business needs into technical solutions and documentation
Demonstrated problem-solving skills, attention to detail, and willingness to learn from senior team members
Collaborative team player, able to work independently and across technical and business groups
US citizenship and Clearance: Active Secret

Nice To Haves

ServiceNow Certified System Administrator (CSA) or other relevant certifications
Experience in government or enterprise IT environments and projects
Familiarity with Agile/Scrum methodologies and experience working in such environments

Responsibilities

Lead and participate in requirement-gathering meetings and workshops with business stakeholders and technical teams
Capture, analyze, and document business requirements in formats suitable for technical implementation, including ServiceNow stories or tasks
Translate business needs into functional specifications, technical documentation, and actionable development tasks
Develop, configure, and customize ServiceNow features (forms, workflows, catalog items, reports, dashboards, notifications)
Collaborate with ServiceNow developers and senior team members to ensure accurate implementation, scripting, integrations, and platform enhancements
Support troubleshooting, testing, validation, quality assurance, and enhancement of ITSM and Asset Management modules
Provide subject matter expertise on ITSM best practices and Asset Management processes
Serve as a liaison between business stakeholders, developers, and leadership to ensure alignment and clarity
Lead small meetings or workshops to clarify requirements and validate delivered functionality
Assist in end-user training efforts and maintain clear documentation of configuration, requirements, and decisions
Contribute to process improvement initiatives and ServiceNow platform enhancements