Senior ServiceNow IT Service Management

ICF's IT Modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking a motivated Senior ServiceNow Business Analyst to support the upcoming needs of our federal customers.

This position will be working directly with stakeholders, serving in both Business Analyst and Project Lead roles, and must be able to communicate effectively via phone and web conferencing, as many stakeholders work remotely.  In addition to supporting all phases of the project, this position will also be responsible for authoring content and peer reviewing a wide array of documents, including functional, technical, training as well as marketing, and proposals.

We are seeking a ServiceNow Technical Business Analyst/Systems Analyst professional with strong expertise in the IT Service Management (ITSM) module, working knowledge of Asset Management, and foundational development skills. This role involves engaging with stakeholders, leading requirement-gathering sessions, and translating business needs into clear technical requirements and actionable development tasks. The ideal candidate should be able to configure and customize the ServiceNow platform, support testing and validation, and act as a functional liaison between business users and technical teams. This is an excellent opportunity for someone with both ServiceNow technical expertise as well as strong communication, analysis, and leadership skills.

Responsibilities:

• 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, including ServiceNow stories or tasks

• Translate business needs into functional specifications, technical documentation, and actionable development tasks

• Develop, configure, and customize ServiceNow features (forms, workflows, catalog items, reports, dashboards, 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

Clearance:  Active Secret

Work location: Hybrid - It's currently remote, but the arrangement could change based on client needs, and employees may need to come into the office in Downtown DC if requested. 

Required Qualifications:

• 4+ years of experience working with ServiceNow, with a focus on ITSM and Asset Management modules

• 4+ years of experience with ServiceNow modules such as Asset Management, CMDB, and Discovery

• 4+ years of ServiceNow development, configuration, workflows, and data structures, including basic JavaScript

• 4+ years working with ITSM processes (Incident, Problem, Change, Request) and ITIL practices

• U.S. Citizenship is required due to federal contract requirements

• Must have an active Secret Clearance

• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred Qualifications:

• 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

• 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 and documentation

• 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

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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 their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

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 with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email  and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

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 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  We are dedicated to providing the 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:

$81, $137,860.00Virginia Remote Office (VA99)

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