Senior ServiceNow CSM Architect - DHS Public Trust

*We are open to supporting 100% remote work anywhere within the US. *

As a Senior ServiceNow Architect, you play a critical, technical leadership role within our ServiceNow Practice and across our client space. You are responsible for leading the design, implementation, and delivery of complex and innovative ServiceNow and cross-technology solutions. This role combines deep technical expertise with 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 does monitor employee work locations blocks access from foreign locations/foreign IP addresses and prohibits personal VPN connections.

Your responsibilities include: 

• Lead requirements discovery 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, providing expert guidance on platform capabilities, customization, integrations, and best practices.

• Identify potential 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 to maintain quality, 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; identify and address talent gaps.

• Work closely with project managers to maintain scope, 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 to knowledge 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 and maintain strong client relationships, anticipating needs and guiding clients toward optimal outcomes.

• 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 by identifying new opportunities, shaping client roadmaps, supporting proposals, and presenting solutions to technical and non-technical stakeholders.

Required

• US Citizenship is required (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 12+ years of experience implementing or architecting ServiceNow solutions 

• 3+ years of experience in CSM

Certifications in:

• ServiceNow Certified System Administrator

• ServiceNow Certified Application Developer

• Certified in CIS - Customer Service Management

Preferred Skills

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

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

• Certified in ServiceNow Certified Technical Architect 

• Vast experience across numerous parts 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 ensure timely and accurate delivery 

• Professional Skills

• Excellent technical leadership skills and a hunger to take on additional responsibilities  

• 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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We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEOpolicy.

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 withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email Candidateaccommodation@icf.com and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations. 

Read more about workplace discrimination rightsor our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.