ServiceNow Architect – AI Focused (Public Trust) at ICF – Reston | Jobyssey

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
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
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)
ServiceNow CAD certification (must be current)
ServiceNow Certified Implementation Specialist (CIS):
o CIS – IT Service Management (ITSM) or
o CIS – Customer Service Management (CSM) or
o CIS - Human Resources Service Delivery (HRSD)
2+ years as a ServiceNow Architect
6+ years of experience implementing ServiceNow solutions
Must be able to obtain and maintain a Federal 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:

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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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 [email protected] 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 [email protected]. 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:

$119,323.00 - $202,850.00

Nationwide Remote Office (US99)

ServiceNow Architect – AI Focused (Public Trust)

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