*This role can be 100% remote, sitting anywhere within the continental US.*
ICF is a rapidly growing, entrepreneurial, multi-faceted consulting company, seeking a Business Analyst to support our Department of Defense (DoD) Child and Youth Programs (CYP) project. ICF works with government representatives and users to build and enhance CYP systems. The DoD recognizes the importance of providing military and DoD-affiliated families with access to quality, affordable childcare programs. Access to childcare directly affects the efficiency, mission readiness, morale, and retention of DoD personnel worldwide.
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.
The Business Analyst will collaborate with internal subject matter experts and technical leads to ensure system functionality aligns with user needs and project objectives. This includes translating business requirements and insights into actionable specifications for development teams, assisting in designing and refining features based on customer feedback, and producing clear technical documentation for integration points, features, and processes. In addition to these core business analysis responsibilities, the role will primarily focus on support desk services for the DoD Child and Youth Programs (CYP) project. The Business Analyst will serve as the first point of contact for DoD CYP users worldwide, providing remote assistance and resolving inquiries and service requests related to the web-based application. The position also involves analyzing support tickets and user feedback to identify trends, recurring issues, and opportunities for system enhancements. Strong partnerships with clients, contractors, and internal teams are essential to maintain application reliability and performance.
What you’ll be doing:
Manage and support daily work requests for the project team by:
Support all aspects of our IT delivery lifecycle including requirements, design, testing and delivery of web-based tools, though primary function will focus on requirements, design and implementation
Engaging with end-users to understand business needs to develop and document requirements
Developing technical documents in support of the integration of multiple applications and development of new application features
Communicating with multiple teams to ensure requirements are clear and well understood from a functional and technical perspective
Review, respond to, and resolve IT support and service requests submitted via email.
Ensure accurate tracking and closure of support tickets and provide timely resolution of incoming support requests via phone or email
Provide technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions
Logging incoming requests/work in team tools (Jira/Confluence, Smartsheet or Zendesk)
Communicating with the team about the status of work
What you must have:
Bachelor’s Degree
2+ years of experience working on web and/or software development teams
2+ years of technical/IT helpdesk experience
Ability to apply critical thinking with excellent problem solving skills
Ability to provide superior service to a variety of stakeholders
Technical and customer service orientation
Excellent verbal and written communication skills
Excellent analytical skills and understanding of IT technologies
Experience with cross-functional collaboration and excellent stakeholder communication skills
Ability to handle confidential information with tact and maturity
US Citizen or Permanent Lawful Resident (Green Card Holder)
Must be able to obtain and maintain a Public Trust
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
What we'd like you to have:
Experience in Help Desk support government portals
Prior experience working across multiple contractor/stakeholder environments
Experience with remote support tools is a plus
Excellent analytical and problem-solving skills
Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills
Why you’ll love working here:
Flexible work location
Generous vacation and retirement plans
Comprehensive health benefits
Ongoing training and development opportunities
Friendly community with lots of social events
Participation in charity initiatives
Employee support program
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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 Candidateaccommodation@icf.com 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 candidateaccommodation@icf.com. 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:
$67,020.00 - $113,934.00Nationwide Remote Office (US99)