Senior ServiceNow CSM Architect - DHS Public Trust (Remote)

Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. 

Position Description

As a Senior ServiceNow Architect, you play a critical, technical leadership role within our ServiceNow Practice and across our client space. Youare responsible forleading the design, implementation, and delivery of complex and innovative ServiceNow and cross-technology solutions. This role combines deep technicalexpertisewith leadership capabilities to drive the success of our projects, mentor junior team members, and foster growth in our technical acumen and our service revenue.

Job Location: Remote within the United States

*If you accept this position, you should note that ICF doesmonitoremployee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Your responsibilities include: 

• Leadrequirementsdiscovery with clients and stakeholders, clarify ambiguous needs, and design scalable ServiceNow and integrated technology solutions.

• Translate business processes into detailed technical designs aligned with both short‑ and long‑term goals.

• Serve as a trusted technical advisor,providingexpert guidance on platform capabilities, customization, integrations, and best practices.

• Identifypotential delivery challenges early and develop innovative solutions.

• Collaborate with project teams to ensure solution designs are implemented accurately and effectively.

• Conduct code reviews and provide feedback tomaintainquality, consistency, and alignment with standards.

• Design and oversee integrations and automation workflows across systems, ensuring data consistency and integrity.

• Document integration strategies, data models, and technical roadmaps.

• Apply and promote performance optimization best practices, resolving bottlenecks and improving system responsiveness.

• Develop and lead quality assurance and testing strategies for technical deliverables.

• Ensure projects are staffed with appropriately skilled and certified resources;identifyand address talent gaps.

• Work closely with project managers tomaintainscope, timelines, and clear communication with leadership and clients.

• Define and enforce security and compliance requirements for all solutions.

• Produce comprehensive technical documentation, including architecture diagrams, specifications, and implementation guidelines.

• Contribute toknowledge sharing across the practice through documentation, white papers, demos, and learning sessions.

• Stay current on ServiceNow and related technologies, applying new insights to improve solution design and delivery.

• Build andmaintainstrong client relationships,anticipatingneedsand guiding clients towardoptimaloutcomes.

• Mentor and coach team members, support career development, and contribute to best‑practice frameworks.

• Foster strong partnerships with ServiceNow teams, clients, and internal stakeholders to support collaboration and issue resolution.

• Lead strategic solutioning efforts, propose innovative approaches, and support go‑to‑market initiatives.

• Contribute to corporate growth byidentifyingnew opportunities, shaping client roadmaps, supporting proposals, and presenting solutions to technical and non‑technical stakeholders.

• US Citizenship is(required by the federal government for this position).

• Active Public Trust Clearance (any agency)

• Must be able to obtain a DHS 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.

• Must have at least12 or more years of experience implementing or architecting ServiceNow solutions 

• Certifications in

  • ServiceNow Certified System Administrator

  • ServiceNow Certified Application Developer

• Certified inCIS - Customer Service Management

• 3+years experiencein CSM

Preferred Skills

• Active DHS clearance or Active Secret Clearance (any agency)

• Hands-on experience (>480 hourseach) implementing or architecting 24 or more ServiceNow applications 

• Certified inServiceNow Certified Technical Architect 

• Vast experience acrossnumerousparts of the ServiceNow platform and experience with commonly integrated third-party technologies 

• Excellence in scripting languages (JavaScript,GlideScript) and other relevant languages 

• Excellence in designing and leading complex solutions and integrations 

• Excellent understanding of system architecture and design principles.  

• Exceptional understanding of ServiceNow best practices and industry trends 

• Excellent Conflict resolution skills to mitigate risks, resolve issues, and ensuretimelyandaccuratedelivery 

Professional Skills

• Excellent technical leadership skills and a hunger to take onadditionalresponsibilities  

• Excellent written and oral communication skills to deliver technical solutions simply and succinctly 

• Exceptional problem-solving and critical-thinking abilities 

• Excellent communication, presentation, and stakeholder management skills 

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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 orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process. 

However, we understand that some candidates may require accommodation that involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.