ServiceNow Architect – AI Focused; Public Trust

Position: ServiceNow Architect – AI Focused (Public Trust)
The Work:  We are seeking a highly skilled Service Now Architect with hands-on experience implementing Now Assist and other AI‑powered capabilities on the Service Now platform. In this role, you will serve as a strategic technical leader responsible for designing scalable, secure, and innovative Service Now 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 Service Now 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 Service Now Now Assist AI capabilities, including generative AI workflows, virtual agents, intelligent automation, and predictive insights.

Design, develop, and configure Service Now solutions to support federal program requirements

Build and maintain custom applications, workflows, business rules, and UI policies

Design, develop, and support Service Now 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 Service Now 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:  Service Now CSA certification (must be current)
Service Now CAD certification (must be current)
Service Now Certified Implementation Specialist (CIS):o    CIS – IT Service Management (ITSM) oro    CIS – Customer Service Management (CSM) oro    CIS
- Human Resources Service Delivery (HRSD)2+ years as a Service Now Architect6+ years of experience implementing Service Now solutions

Must be able to obtain and maintain a Federal Public Trust clearanceMUST 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:  Now Assist / 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 Service Now data model and performance optimization

Strong problem-solving, communication, and collaboration skills

Experience supporting Dev Sec Ops -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.#Li-cc1#Indeed Bot and Third-Party Applications Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration.  Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact C for assistance.

Working at ICFICF is a global…