Remote Workflow Automation Engineer – CRM & Data Ops

ICF; Charlotte (NC); Remote; USD 74,000 - 126,000; Full time

Job summary

ICF is seeking a workflows/operations analyst to optimize CRM integrations, intake processes, and customer lifecycle data flows across the enterprise data and analytics ecosystem. The role emphasizes translating design requirements into secure, auditable workflow capabilities while coordinating with Platform Engineering, Security, QA, and Product Operations.

Remote position with some onsite client meetings in Washington, DC area; strong preference for DC metro residents. U.S.

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 (4) additional years of relevant experience.
• Minimum 6 years of relevant experience aligned to the responsibilities of this role including experience designing and implementing workflow automation, routing logic, approval processes, intake forms, customer lifecycle workflows, and operational process improvements.
• Master's degree may substitute for two (2) years of relevant experience.

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

Workflow automation

Routing logic

Approval processes

Intake forms

Customer lifecycle workflows

Operational process improvements

Education

Bachelor's degree in Information Systems/related field

High school diploma + 4 years relevant experience

Master's degree may substitute for 2 years experience

Tools

Salesforce

Microsoft Dynamics

ServiceNow

Jira Service Management

Job description

ICF is seeking a workflows/operations analyst to optimize CRM integrations, intake processes, and customer lifecycle data flows across the enterprise data and analytics ecosystem. The role emphasizes translating design requirements into secure, auditable workflow capabilities while coordinating with Platform Engineering, Security, QA, and Product Operations.

Remote position with some onsite client meetings in Washington, DC area; strong preference for DC metro residents. U.S.