ServiceNow Architect – AI Focused (Public Trust)

ICF Olson; United States; Remote; USD 119,000 - 203,000; Full time

Job summary

ICF seeks a skilled ServiceNow Architect to lead the design and deployment of AI-enabled features like Now Assist across the ServiceNow platform. You will drive scalable, secure enterprise workflows and collaborate with stakeholders to deliver high-impact solutions for federal programs.

Required are 6+ years implementing ServiceNow, 2+ years as an architect, and active CSA/CAD/CIS certifications with a Federal Public Trust clearance.

Qualifications

• Must hold CSA, CAD, CIS ITSM, CIS CSM, and CIS HRSD certifications.
• 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.

Responsibilities

• Lead implementation and optimization of Now Assist AI capabilities and related AI features.
• Design, develop, and configure ServiceNow solutions for federal programs.
• Build and maintain custom apps, workflows, rules, and UI policies.
• Support ServiceNow portals and user experiences including Service Portal/UI Builder.
• Collaborate with product owners to implement scalable, standards-based solutions.
• Participate in Agile/SAFe ceremonies and code reviews.

Skills

NowAssist / AI experience

Federal government project experience

ServiceNow Portal/UI Builder

Agile/SAFe collaboration

Problem‑solving and communication

Education

Bachelor’s degree

ServiceNow CSA certification

ServiceNow CAD certification

CIS – IT Service Management (ITSM)

CIS – Customer Service Management (CSM)

CIS – Human Resources Service Delivery (HRSD)

Tools

Service Portal

UI Builder

Job description

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) – IT Service Management (ITSM)
• ServiceNow Certified Implementation Specialist (CIS) – Customer Service Management (CSM)
• ServiceNow Certified Implementation Specialist (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.

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 [e-mail]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range

The pay range for this position based on full‑time employment is: $119,323.00 - $202,850.00 Nationwide Remote Office (US99)

Need help? We’re here: [e-mail]

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.

About ICF

About ICF ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting‑edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.

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 ourEEO 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 [e-mail] 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 aboutworkplacediscriminationrights or our benefit offerings which are included in theTransparency in (Benefits) Coverage Act.

Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [e-mail] for assistance.