ServiceNow Business Analyst – ITSM and ITOM

ICF•Reston, VA

14h•Remote

About The Position

ICF's Digital Modernization and Experience Group is seeking a talented and motivated ServiceNow Business Analyst to join their Digital Modernization Division. This role is contingent upon a contract award and involves supporting government clients in planning, managing, and executing digital transformation and platform modernization initiatives using ServiceNow ITSM and ITOM capabilities. The Business Analyst will be instrumental in gathering requirements, analyzing business processes, documenting user stories and acceptance criteria, and translating mission and operational needs into scalable ServiceNow solutions. The position is part of an established team supporting federal client delivery within the United States and is open to 100% remote work anywhere within the U.S.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
Analyze current-state and future-state service management processes and identify opportunities for automation, workflow improvement, reporting enhancements, and better user experience.
Translate business needs into user stories, acceptance criteria, process flows, functional specifications, mockups, and supporting documentation.
Support requirements for ITSM applications such as Incident, Problem, Change, Request, Knowledge, Service Catalog, service-level management, and operational reporting.
Support requirements related to CMDB, Discovery, Service Mapping, Event Management, operational data quality, and service visibility.
Participate in Agile ceremonies, backlog grooming, sprint planning, demos, retrospectives, and requirements readiness activities.
Facilitate workshops, working sessions, JAD sessions, demos, and requirements review meetings with business and technical stakeholders.
Create and maintain BRDs, user stories, acceptance criteria, process maps, SOPs, decision logs, meeting notes, training materials, and release support documentation.
Support test case development, UAT planning, defect review, requirements traceability, validation activities, and release readiness.
Assist with user communications, training materials, stakeholder demos, and transition activities to support adoption of ServiceNow capabilities.
Identify requirements gaps, dependencies, assumptions, risks, and open decisions. Escalate issues appropriately and help facilitate timely resolution.
Communicate effectively with technical and non-technical audiences and ensure requirements remain aligned to business outcomes, scope, and platform constraints.