ServiceNow Business Analyst/UX

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.

ICF is seeking a Business Analyst / User Experience Designer to support a complex federal ServiceNow program with multiple delivery workstreams. Thishybridrole combines business analysis skills with hands-on UX/UI design to translate missionand userneeds intoclear requirements andintuitive, accessible, and effective digital experiences.

Thisroleisfor a professional withdemonstratedcapability in both business analysis and UX design. The successful candidate will work within Agile delivery teams to analyze workflows, define requirements, create user-centered designs, and support solutions from discovery through testing and release.

The ideal candidate can move effectively between stakeholder discussions,requirementsdocumentation, process analysis, wireframing, prototyping, and design validation. You will collaborate with stakeholders, product owners, senior analysts, developers, testers, administrators, and technical leads to ensure that business requirements and user experience decisionsremainaligned.

Job Location: Remote work is authorized. Must support US Eastern time zone working hours.

*If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections. 

What You Will Do

• Perform business analysis and UX design activities across assigned workstreams, including workflow and workload management, reporting and analytics, and data-integration use cases

• Gather, analyze, and document requirements from stakeholders, SMEs, product owners, and technical teams

• Translate businessand userneeds into user stories, acceptance criteria, process flows, and design-ready requirements

• Design ServiceNow user experiences using wireframes, user flows, prototypes, and high-fidelity interface concepts

• Collaborate with developers, administrators, product owners, and subject matter experts to alignrequirements and designdecisions with technical and business constraints

• Apply user-centered design and accessibility best practices, including Section 508 and WCAG considerations

• Use Agile delivery practices to refine priorities, support sprint activities, and keep work aligned with delivery goals

• Support usability testing, analyze feedback, and recommend design improvements

• Support user acceptance testing and release readiness activities

What You Must Have

• Must be aU.S. citizen andpossessan active Top Secret clearance due to federal contracting requirements

• Bachelor’s degree in business, information systems,user experience design,human-computer interaction,public administration, or a related field

• 3+ years ofprofessionalexperience in business analysis, UX/UI design, or a combined BA/UX role

• 3+ years of recent experienceeliciting, analyzing, documenting, and refining requirements within Agile delivery environments such as Scrum or Kanban

• 3+ years of experiencefacilitatingstakeholder interviews, requirements sessions, design workshops, JAD sessions, or comparable collaborative discovery activities.

• 1+ years of experience supporting ServiceNow or a comparable enterprise workflow platform, including workflow analysis, requirements, design, or platform-enhancement activities

What We Would Like YouToHave

• Experience creating wireframes, user flows, and design specifications or supporting ServiceNow applications or comparable enterprise workflow platforms

• Working knowledge of user-centered design, usability, accessibility, and inclusive-design principles, including Section 508 and WCAG guidelines

• Experience with ServiceNow user experience capabilities, interface patterns, or the ServiceNow Horizon Design System

• Experience conducting user research, persona development, orsupportingusability testing

• Experience designing enterprise workflows, forms, dashboards, reports, or workload-management experiences

• Familiarity with reporting and analytics design, including information hierarchy, filters, visualizationselection, and dashboard usability

• Familiarity with workflow management, data integration,service management,or federal service delivery environments

• Experience using Figma orcomparable design and collaboration tools

• Experience working in secure federalor government contractingenvironments

Professional Skills:

• Strong analytical, problem-solving, facilitation, communication, and stakeholder-engagement skills

• Ability to shift effectively between requirements analysis, process analysis, interaction design, and delivery support

• Ability to explain requirements, design rationale, usability findings, and accessibility considerations to technical and nontechnical audiences

• Ability to receive, evaluate, and incorporate stakeholder and user feedback whilemaintainingalignment with approved scope and platform constraints

• Ability to organize and prioritize multiple requirements and design deliverables in a fast-paced Agile environment

• Sound judgment and the ability toidentifygaps, raise concerns, and escalate unresolved requirements, design, scope, or priority conflicts appropriately

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEOpolicy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email [email protected] and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations. 

Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at [email protected]. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed. 

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$67,355.00 - $114,503.00Nationwide Remote Office (US99)

Originally posted on Himalayas