[Hiring] Business Analyst @IIIIIIUS

Role Description

This role can be 100% remote, sitting anywhere within the continental US.

ICF is seeking a Business Analyst to support our Department of Defense (DoD) Child and Youth Programs (CYP) project. The Business Analyst will collaborate with internal subject matter experts and technical leads to ensure system functionality aligns with user needs and project objectives. Responsibilities include:

• Translating business requirements and insights into actionable specifications for development teams
• Assisting in designing and refining features based on customer feedback
• Producing clear technical documentation for integration points, features, and processes
• Providing remote assistance and resolving inquiries and service requests related to the web-based application
• Analyzing support tickets and user feedback to identify trends, recurring issues, and opportunities for system enhancements
• Maintaining strong partnerships with clients, contractors, and internal teams to ensure application reliability and performance

Qualifications

• 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.)

Requirements

• Support all aspects of our IT delivery lifecycle including requirements, design, testing, and delivery of web-based tools
• 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
• Reviewing, responding to, and resolving IT support and service requests submitted via email
• Ensuring accurate tracking and closure of support tickets and providing timely resolution of incoming support requests via phone or email
• Providing technical end-user support, including researching user complaints, answering technical questions, and 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

Benefits

• 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