Senior ServiceNow Data Analyst Case Management System.

The Work

As a data analyst, you will be responsible for leading a fast-paced team identify mission critical insights through system issues evaluation, operational streamlining, and improving data driven decision making through careful analysis. Your technical expertise, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients. As lead, you will be responsible for shaping strategic outcomes by identifying data trends and supporting high-level decision-making.

This role is contingent upon contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

Job Location

Washington, D.C. (with telework eligibility, subject to COR approval)

What You Will Do:

• Lead analysis of multiple mission-critical program data simultaneously to identify systemic trends and support program compliance.

• Summarize and track incoming complaints from multiple intake sources.

• Serve as a liaison between various project stakeholder leadership to coordinate priorities and resolve technical or administrative issues.

• Supervise intermediate and entry-level data analysts; oversee staffing schedules and call response operations.

• Oversee data entry and case management across systems, including but not limited to Tableau and ServiceNow.

• Perform ad hoc analyses and develop statistical and narrative reports for leadership and oversight bodies.

• Support planning and implementation of new tasks; contribute to database and tool development as required by the COR.

• Develop process documentation, technical writing, and workflow maps to support operational improvements.

Basic Qualifications:

• U.S. citizenship is required (as mandated by the federal government for this position).

• Must be able to obtain a DHS 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.

• 4+ years of experience and a Bachelor’s degree; OR a master’s degree with 3+ years of related experience.

• 3+ years of supervisory experience managing teams that handle data entry, research, and information requests.

• 2+ years of experience working with ServiceNow as an end-to-end Case Management System.

• 3+ years of experience in advanced Microsoft Excel, Word, PowerPoint, and Outlook.

• 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.

Desired Skills:

• Master’s degree.

• Strong written and verbal communication skills, with the ability to brief senior ICE leadership.

• Prior law enforcement or immigration-related experience.

• Ability to read and comprehend English and Spanish documentation.

• Self-starter with the ability to work independently with little to no oversight

• Active DHS public trust, OR an active public trust at any agency

Professional Skills:

• Demonstrated leadership in analytics teams with complex data sets.

• Ability to manage shifting priorities and communicate technical data to non-technical audiences.

• Expertise in predictive analytics and business intelligence tools such as Tableau.

• Critical thinking, strategic problem-solving, and client-focused decision-making.

• Detail-oriented tendencies in all work products

• The ability to work effectively in a team-oriented, collaborative environment.

• Excellent communication and interpersonal skills, with the ability to interact with clients and internal teams professionally.

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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.

 

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. 

 

Candidate AI Usage Policy

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:

$66,730.00 - $137,263.00

DC Client Office (DC88)