ICF is seeking a Senior ServiceNow Business Analyst to serve as a project lead for federal customers, focusing on the ITSM and Asset Management modules. You will gather and translate business requirements, configure the ServiceNow platform, and act as a key liaison between stakeholders and technical teams.

What You'll Do

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 including forms, workflows, catalog items, reports, dashboards, and notifications.
Collaborate with ServiceNow developers and senior team members to ensure accurate implementation, scripting, integrations, and platform enhancements.
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.

What We're Looking For

4+ years of experience working with ServiceNow, with a focus on ITSM and Asset Management modules.
Experience with ServiceNow modules such as Asset Management, CMDB, and Discovery.
Foundational knowledge of ServiceNow development, configuration, workflows, and data structures, including basic JavaScript.
Familiarity with ITSM processes (Incident, Problem, Change, Request) and ITIL practices.
Proven ability to lead meetings, facilitate requirement discussions, and document business needs from diverse stakeholders.
Strong written and verbal communication skills, with experience translating business needs into technical solutions.
Demonstrated problem-solving skills, attention to detail, and willingness to learn from senior team members.
Collaborative team player, able to work independently and across technical and business groups.
US citizenship and an Active Secret clearance.

Nice to Have

ServiceNow Certified System Administrator (CSA) or other relevant certifications.
Experience in government or enterprise IT environments and projects.
Familiarity with Agile/Scrum methodologies and experience working in such environments.