The Work: We are seeking a highly skilled ServiceNow Architect with hands-on experience implementing Now Assist and other AI-powered capabilities on the ServiceNow platform. In this role, you will serve as a strategic technical leader responsible for designing scalable, secure, and innovative ServiceNow solutions that leverage the latest AI capabilities to transform business operations.

This is an opportunity to shape our enterprise workflow architecture and drive adoption of next-generation ServiceNow AI features across the organization.

Job Location: This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses, and also prohibits personal VPN connections.

What You Will Do:

• Lead the implementation and optimization of ServiceNow Now Assist AI capabilities, including generative AI workflows, virtual agents, intelligent automation, and predictive insights.
• Design, develop, and configure ServiceNow solutions to support federal program requirements
• Experience implementing/configuring CSM (additional skills in ITSM a plus)
• Build and maintain custom applications, workflows, business rules, and UI policies
• Design, develop, and support ServiceNow portals and web-based user experiences, including Service Portal and/or UI Builder
• Collaborate with customer product owners to implement scalable, standards-based solutions
• Participate in Agile and SAFe ceremonies, including sprint planning, reviews, and retrospectives
• Mentor Junior Developers
• Perform code reviews and ensure adherence to development standards and best practices
• Support platform upgrades, patching, and performance tuning
• Troubleshoot and resolve ServiceNow defects and production issues
• Ensure configurations and customizations align with federal security and compliance requirements
• Contribute to technical documentation and knowledge sharing across the team
• Support and enhance CSM knowledge enablement through Knowledge Base integration, taxonomy improvements, and self-service experience optimizations
• Other duties as assigned

What You Will Bring With You:

• ServiceNow CSA certification (must be current)
• 2+ years of experience as a ServiceNow Architect
• 8+ years of experience implementing ServiceNow solutions
• US Citizenship is required (per federal government regulations for this position).
• 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.

What We Would Like You To Bring With You:

• ServiceNow Certified Implementation Specialist (CIS):
  • CIS - Customer Service Management (CSM) *REQUIRED*
  • CIS - IT Service Management (ITSM)
  • NowAssist / AI experience
• Experience supporting federal government programs
• Strong experience with Service Portal, UI Builder, and user experience design
• Experience configuring ITSM and/or CSM modules
• Familiarity with ServiceNow data model and performance optimization
• Strong problem-solving, communication, and collaboration skills
• Experience supporting DevSecOps-aligned Agile teams
• Bachelor's degree

Professional Skills:

• Highly effective analytical, problem-solving, and decision-making capabilities.
• Excellent communication and interpersonal skills to interface effectively at all levels of the business.

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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:
$119,323.00 - $202,850.00

Nationwide Remote Office (US99)