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. 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. 

The 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 user 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 

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 or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.