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
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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 [email protected] 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.
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 [email protected]. 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:
$67,355.00 - $114,503.00Nationwide Remote Office (US99)Skills Required
- U.S. citizen and active Top Secret clearance
- Bachelor's degree in business, information systems, UX design, HCI, public administration, or related field
- 3+ years professional experience in business analysis, UX/UI design, or combined BA/UX role
- 3+ years eliciting, analyzing, documenting, and refining requirements within Agile (Scrum or Kanban) environments
- 3+ years facilitating stakeholder interviews, requirements sessions, design workshops, or JAD sessions
- 1+ years supporting ServiceNow or a comparable enterprise workflow platform (workflow analysis, requirements, or design)
- Ability to support U.S. Eastern time zone working hours
- Working knowledge of accessibility standards (Section 508, WCAG)
- Experience using Figma or comparable design and collaboration tools
- Familiarity with ServiceNow UX capabilities or ServiceNow Horizon Design System
- Experience working in secure federal or government contracting environments
ICF Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ICF and has not been reviewed or approved by ICF.
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Healthcare Strength — Medical, dental, and vision coverage start on day one with multiple plan options, employer HSA/HRA funding, and company‑paid mental‑health care that includes 10 therapy and 10 coaching sessions annually. These features indicate comprehensive coverage with meaningful mental‑health depth.
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Parental & Family Support — Family‑building and caregiving support include 24/7 specialists and reimbursements ($10,000 lifetime for fertility/surrogacy and $5,000 for adoption), alongside inclusive paid parental leave. These resources broaden support for diverse family needs.
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Retirement Support — The 401(k) offers immediate vesting with a company match up to 4% when contributing 5%, and an ESPP provides an additional ownership avenue. This structure supports long‑term financial security.
ICF Insights
What We Do
ICF is a leading global solutions and technology provider with approximately 9,000 employees in industries across the public and private sectors. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
Why Work With Us
At ICF, we’ve built a culture rooted in expertise, innovation, and purpose—enabling us to build a more prosperous and resilient world for all. When our employees grow, our solutions thrive—regardless of your role, team, or location, you’ll have opportunities to make connections, build community, and take action to develop your career.
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