Remote CRM & Workflow Automation Engineer

ICF; Reston (VA); Remote; USD 74,000 - 126,000; Full time

Job summary

ICF is seeking a workflow engineer/operations analyst to configure CRM integrations, intake workflows, routing logic, and dashboards for a federal modernization project. The role focuses on translating service designs into actionable workflow capabilities while ensuring security and auditability across platforms.

The position supports remote work with preference for DC metro area residents, with occasional onsite meetings in Washington, DC.

Qualifications

• Bachelor's degree in Information Systems, Systems Analysis, Computer Science, Business Information Systems, Workflow Automation, Business Analytics, or related field; or a high school diploma with four additional years of relevant experience.
• Minimum 6 years of relevant experience designing and implementing workflow automation, routing logic, approval processes, intake forms, and customer lifecycle workflows.

Responsibilities

• Configures and improves CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows.
• Translates service designs and product requirements into working CRM/workflow capabilities that maintain customer history and support status transparency.
• Coordinates with Platform Engineering, Security, QA, and Product Operations to ensure workflow changes are secure, testable, auditable, and integrated with downstream provisioning and support processes.
• Apply CRM configuration, workflow automation, requirements analysis, dashboards, systems integration, process mapping, intake/status tracking, and service management tools to support role delivery.
• Collaborate with relevant product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role.
• Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

Skills

CRM configuration

Workflow automation

APIs & integrations

Dashboarding

Stakeholder collaboration

Education

Bachelor's or higher in Information Systems/CS

4+ years experience substituting with HS diploma

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Jira Service Management

Power BI

Job description

ICF is seeking a workflow engineer/operations analyst to configure CRM integrations, intake workflows, routing logic, and dashboards for a federal modernization project. The role focuses on translating service designs into actionable workflow capabilities while ensuring security and auditability across platforms.

The position supports remote work with preference for DC metro area residents, with occasional onsite meetings in Washington, DC.