Senior ServiceNow IT Service Management (ITSM) Business Analyst- Secret (Remote MD, DC and VA)

ICF’s IT Modernization division is seeking a motivated Senior ServiceNow Business Analyst to support federal customers. The role involves leading requirement-gathering sessions, translating business needs into technical requirements, and collaborating with ServiceNow developers. The ideal candidate should have strong expertise in the IT Service Management (ITSM) module, working knowledge of Asset Management, and foundational development skills.

Requirements

• 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
• Translate business needs into functional specifications, technical documentation, and actionable development tasks
• Develop, configure, and customize ServiceNow features
• Collaborate with ServiceNow developers and senior team members to ensure accurate implementation
• 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

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Flexible Spending Account
• Employee Assistance Program