IT Engineering Process Analyst- Remote

*We are open to supporting 100% remote work anywhere within the US*

ICF’s Digital Modernization Division is a rapidly growing, entrepreneurial, technology department, seeking a IT Engineering Process Analyst to support the current needs of our federal customers.

Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business. ICF’s IT modernization division is a rapidly growing, entrepreneurial, technology-driven department, seeking a IT Engineering Process Analyst to support a variety of Federal clients, including the National Institutes of Health (NIH).

Responsibilities include:

• Provide IT Engineering Process Implementation and Governance support; assist the Engineering Process team with process management activities.

• Track and close IT Engineering tickets with detailed documentation and potential transitions to other phases of the IT Engineering lifecycle

• Facilitate IT Engineering meetings such as, but not limited to IT Engineering Triage/Intake/Closeout/Status Update.

• Take meeting notes, and track and monitor the completion of action items.

• Track high-priority engineering initiatives, identify constraints, and coordinate communications with relevant federal and contractor stakeholders.

• Provide training on engineering processes to the NCI community.

• Collaborate with leads to:

  • Track and close the tickets with detailed documentation and potential transitions to other phases of the IT Engineering lifecycle.

  • Update the requestor on the status of the request and maintain and manage customer expectations throughout the process.

• Provide process management support to the internal processes, facilitate meetings and create, manage, and implement continuous service improvement

• Analyze ServiceNow tickets, trends, data, documents, use cases, and business process descriptions and recommend IT Engineering process improvements.

• Work effectively with cross-functional teams and create streamlined processes for clarity and efficiency.

• Analyze data and create metrics, reports, and dashboards in ServiceNow.

• Provide the client with a weekly update on metrics and Key performance indicators and recommend engineering process improvements.

Required Skills:

• Bachelor's degree from an accredited university

• 1+ years of experience working with ServiceNow

• 1+ years of experience with technical writing

• US Citizen or Green Card Holder due to federal contract requirements

• Must be able to obtain Public Trust 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 Skills:

• A ServiceNow System Administrator certification is preferred

• Good understanding of the Software Development Lifecycle

• Prior experience supporting U.S. Government Federal Health programs and projects is preferable.

• Strong critical thinking and analytical skills

• Ability to work independently under tight deadlines.

• A proven ability to digest complex information into clear and concise text.

• Excellent technical writing skills with attention to detail

#DMX24

#ICN24

Working at ICF

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. 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 & AA policy.

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, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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 is: