Business Analyst

Description

* 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.

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

• Bachelor’s Degree
• 1+ years of experience working on web and/or software development teams
• 1+ 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

• Experience in Help Desk support government…