Remote CRM & Workflow Automation Engineer

ICF Olson; United States; Remote; USD 74,000 - 126,000; Full time

Job summary

ICF is seeking a Workflow Engineer/Operations Analyst for a remote role with strong preference for DC area, supporting federal cloud and data modernization initiatives. The position involves configuring CRM integrations, intake workflows, and reporting to improve customer lifecycle visibility.

You will collaborate with Platform Engineering, Security, QA, and Product Operations to ensure changes are secure, auditable, and integrated with downstream processes while aligning with regulatory

Qualifications

• U.S. Citizenship is required due to federal contract requirements; candidate must reside in the U.S.
• Bachelor's degree in Information Systems, Systems Analysis, Computer Science, Business Analytics, or related field; or a high school diploma with four additional years of relevant experience in lieu.
• Minimum 6 years of relevant experience aligned to workflow automation, routing logic, intake forms, and process improvements; Master's degree may substitute for two years of experience
• Master's degree may substitute for two years of experience
• Experience with configuring and administering CRM platforms such as Salesforce, Dynamics, ServiceNow, or Jira Service Management is preferred
• Experience delivering in Agile cross-functional delivery teams

Responsibilities

• Configure and improve CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows.
• Translate service designs and product requirements into working CRM/workflow capabilities that maintain customer history and support status transparency.
• Coordinate 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 integrations

Workflow design

Platform collaboration

Security & compliance

Agile delivery

Education

Bachelor's degree in Information Systems/CS or related field

High school diploma + 4 years of relevant experience

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Jira Service Management

Power BI

Power Automate

Logic Apps

Azure Integration Services

MuleSoft

APIs & Integrations

Job description

ICF is seeking a Workflow Engineer/Operations Analyst for a remote role with strong preference for DC area, supporting federal cloud and data modernization initiatives. The position involves configuring CRM integrations, intake workflows, and reporting to improve customer lifecycle visibility.

You will collaborate with Platform Engineering, Security, QA, and Product Operations to ensure changes are secure, auditable, and integrated with downstream processes while aligning with regulatory