Senior Business Analyst (ServiceNow)

ICF is a global advisory and technology services provider, and they are seeking a Senior Business Analyst (ServiceNow) to bridge the gap between technical teams and business partners. The role involves translating requirements into actionable user stories, leading Agile ceremonies, and supporting the project lifecycle through documentation and collaboration with stakeholders.

Responsibilities:

• Analyze existing system documentation to summarize existing system functionality as it relates to the project
• Create and maintain project roadmaps
• Provide technical assistance and troubleshooting by effectively responding to inquiries
• Utilize gherkin syntax for user story acceptance criteria
• Partner with Product Owners and developers to define story scope and acceptance criteria that are clear, complete, and actionable
• Lead and facilitate Agile ceremonies and cross‑functional meetings with confidence
• Collaborate directly with stakeholders, serving as a Business SME and fostering strong communication across phone, web conferencing, and MS Teams
• Support all phases of the project lifecycle—from discovery through delivery
• Create and peer‑review a range of documentation including functional specs, technical documents, training materials, and more

Requirements:

• US Citizenship is required (required by the federal government for this position)
• Must be able to obtain a DHS Public Trust clearance
• 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
• 6+ years of business analysis experience including experience translating requirements into specific, scoped user stories and creating documentation including process mapping, role matrixes, etc
• 3+ years of experience working in an agile environment
• 2+ years of experience independently working with stakeholders to elicit, understand, and prioritize requirements
• 1+ years of experience with the ServiceNow Platform
• 1+ years of experience facilitating sprint ceremonies and other ad hoc meetings as needed
• 1+ years of experience using gherkin syntax for user story acceptance criteria
• Active DHS or DoW Public Trust clearance
• Experience with ServiceNow App Engine, CSM, or ITSM
• Strong experience working in an agile environment
• Good understanding of basic system technologies as they relate to the project deliverables
• Experience manually testing user stories