ServiceNow Business Analyst – ITSM and ITOM

About this role

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. *We are open to supporting 100% remote work anywhere within the U.S.*

Our Digital Modernization and Experience Group is growing, and we are looking for a talented, highly motivated ServiceNow Business Analyst to join ICF’s Digital Modernization Division. You will be responsible for helping government clients plan, manage, and execute complex digital transformation and platform modernization initiatives using ServiceNow ITSM and ITOM capabilities.

As a motivated ServiceNow Business Analyst, you play a pivotal role in successfully supporting ServiceNow delivery by gathering requirements, analyzing business processes, documenting user stories and acceptance criteria, and helping teams translate mission and operational needs into scalable ServiceNow solutions. Your facilitation, documentation, stakeholder engagement, and analytical skills will contribute significantly to the success of our projects and the satisfaction of our clients. You will be part of an established team supporting federal client delivery within the United States.

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 platfor

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