ServiceNow Business Analyst/UX (Top Secret)

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. This   hybrid   role combines business analysis skills with hands-on UX/UI design to translate mission   and user   needs into   clear requirements and   intuitive, accessible, and effective digital experiences.   This   role   is   for a professional with   demonstrated   capability 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.   T he ideal candidate can move effectively between stakeholder discussions,   requirements   documentation, 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 decisions   remain   aligned .   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 business   and user   needs 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 align   requirements and design   decisions 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 u ser acceptance testing and release readiness activities   What You Must Have   Must be a   U.S. citizen and   possess   an 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 of   professional   experience in business analysis, UX/UI design, or a combined BA/UX role   3 + years of recent experience   eliciting, analyzing, documenting, and refining requirements within Agile delivery environments such as Scrum or Kanban   3 + years of experience   facilitating   stakeholder 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 You   To   Have   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, or   supporting   usability testing   Experience designing enterprise workflows, forms, dashboards, reports, or workload-management experiences   Familiarity with reporting and analytics design, including information hierarchy, filters, visualization   selection , and dashboard usability   Familiarity with workflow management, data integration,   service management,   or federal service delivery environments   Experience using Figma or   comparable design and collaboration tools   Experience working in secure federal   or government contracting   environments   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 while   maintaining   alignment 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 to   identify   gaps, raise concerns, and escalate unresolved requirements, design, scope, or priority conflicts appropriately   #icfcleared #Li-cc1 #Indeed 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 opportu