ServiceNow Architect – AI Focused; Public Trust Job San Diego area,California USA,Software Development

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) – IT Service Management (ITSM)
Service Now Certified Implementation Specialist (CIS) – Customer Service Management (CSM)
Service Now Certified Implementation Specialist (CIS) – Human Resources Service Delivery (HRSD)
2+ years as a Service Now Architect
6+ years of experience implementing Service Now 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:

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.

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…