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

ICF is a global advisory and technology services provider, and they are seeking an experienced Senior Business Analyst to support ServiceNow modernization and continuous improvement efforts for a federal mission environment. This role involves leading requirements activities, guiding stakeholders, and translating operational needs into practical ServiceNow solutions.

Responsibilities:

• 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

Requirements:

• 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
• 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