ServiceNow Business AnalystUX

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 discussionsrequirementsdocumentation 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 support US Eastern time zone working hours.

*If you accept this position you should note that ICF doesmonitoremployee 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

• Bachelors degree in business information systemsuser experience designhuman-computer interactionpublic 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 integrationservice managementor 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

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 accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.