Job Abstract

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

We are looking for ServiceNow Architects – Platform Innovation All Levels. In this position, you will be a crucial member of our ServiceNow practice, responsible for providing expertise in a major area of our business: building innovative solutions on the ServiceNow platform. Your primary role will be to design and architect comprehensive, complex, innovative solutions that meet our client's unique business requirements while aligning with industry best practices and a holistic platform approach. Working collaboratively with various teams, you will play a leading role in the successful delivery of ServiceNow projects that encompass custom applications and out-of-the-box solutions like HRSD, ITSM, CSM, SPM, and APM.  

Your responsibilities include: 

• Solution Design and Architecture: Drive collaboration with clients, internal stakeholders, developers, and business analysts to drive requirements definition, create a shared understanding of business processes, introduce new capabilities, and design robust and scalable ServiceNow and integrated technology solutions. Build thought-leaders within the practice who. can create certainty in the solution when there is client ambiguity, and lead the client to informed architectural sound solutions. Create detailed technical designs that align with the client's short- and long-term needs and leverage the capabilities of the ServiceNow platform and integrations with third-party technologies effectively.  

• Technical Consultation: Serve as the expert advisor to clients, partners, and project teams, leading solutioning sessions, shared understanding, and building a bridge between disparate organizations through your technical expertise and leadership. 

• Thought Leadership: Build the Practice brand throughout the ServiceNow ecosystem, setting our organization as the thought leader within the space. 

• Implementation Support: Define and uphold the Practice’s standards for collaboration with project managers, developers, and other teams to support the implementation of ServiceNow solutions. Develop a comprehensive network of experts who can ensure that requirements are accurately translated into a functional solution.  

• Integration and Automation: Design new and innovative integration solutions that can be leveraged across the Practice. Ensure practice-wide understanding of these solutions to drive adoption throughout the client base. Develop architects who can deliver data consistency and integrity across different platforms. Create the standards for document data and integration plans, roadmaps, and strategies. 

• Performance Optimization: Identify new methodologies and technologies to institute within the Practice’s performance analysis and optimization best practices. Ensure practice-wide understanding and adherence to these new concepts and procedures. 

• Quality Assurance: Ensure the delivery teams are adhering to quality assurance best practices. Drive successful outcomes where teams are falling short of meeting standards. 

• Resource Management: Work closely with resourcing, practice leadership, and program management to ensure that the appropriately certified, trained, and experienced resources are working on projects. Identify new resource requirements as markets and strategic initiatives change. 

• Security and Compliance: Identify and mature new security solutions to meet new or changing compliance requirements. Ensure security and delivery teams implement robust security measures and maintain secure environments for our clients. 

• Documentation and Knowledge Sharing: Create comprehensive technical design documentation, including architecture diagrams, configurations and customization design specifications, data models, integrations, workflow specifications, and implementation guidelines. Drive contributions to the knowledge base and share best practices within the team and the Practice. Lead the sharing of knowledge across the practice, including white papers, demonstrations, and lunch and learns. 

• Continuous Learning: Stay abreast of and be a leader on the latest advancements in ServiceNow and integrated technologies, tools, and industry trends. Continuously enhance your expertise to provide cutting-edge solutions and innovative approaches. 

• Client Relationships: Build trusting relationships with clients through effective communication, by understanding their needs, and by delivering high-quality solutions that exceed their expectations. Identify their needs before they realize and provide strong guidance that supports their desired outcomes without incurring unnecessary technical debt. 

• Mentorship and coaching: Foster growth of our ServiceNow talent pool by targeting career pathways for teammates that align with business objectives; identify, mentor, and coach individuals ready for greater responsibilities; and tailor growth plans for those in need. Contribute to the enhancement of architectural best practices, design patterns, development frameworks, and other relevant processes. 

• Strategic Relationships: Foster enduring relationships between ICF, the ServiceNow product and sales teams, and our clients, fostering collaboration and knowledge exchange. Facilitate collaboration and issue resolution between all parties. 

• Business Strategy: Serve as the unequivocal expert in our Practice’s strategic initiatives. Propose innovative solutions that leverage emerging technologies and methodologies; design the implementation framework and plans to ensure repeatable, quality, and delivery; and support marketing and sales go-to-market strategies. 

• Corporate Growth: Contribute to the growth of the business. Lead the development of client roadmaps to identify and foster new opportunities for ICF services and ServiceNow license sales. Present proposed solutions to potential clients, explaining the technical details clearly and understandably. This may involve interacting with both technical and non-technical stakeholders. Collaborate with the proposal teams and create compelling proposals and oral presentations that outline the technical aspects of the solution, including implementation plans, timelines, and cost estimates, and ensure that the proposed solutions address all the specific requirements outlined in the solicitation documents. 

Required Experiences and Certifications 

• 8 or more years of experience implementing or architecting ServiceNow solutions.  

• Certified in 5 or more mainline certifications, with preference for the following: 

• Certified System Administrator 

• Certified Application Developer 

• Certified Implementation Specialist (CIS) – Application Portfolio Management 

• CIS – Human Resources 

• CIS – Customer Service Management 

• CIS – IT Service Management 

• CIS – Strategic Portfolio Management 

• CIS – Software Asset Management 

U.S. Citizenship required (required by the federal government for this position)

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 be able to obtain a Public Trust security clearance.

Valuable Skills for this Role 

The ideal candidate will also have these preferred skills: 

• 12-15+ years of experience implementing or architecting ServiceNow solutions  

• Certified in 8 or more of the below mainline certifications: 

• Certified System Administrator 

• Certified Application Developer 

• CIS – Human Resources 

• CIS – Customer Service Management 

• CIS – IT Service Management 

• CIS – Strategic Portfolio Management 

• CIS – Application Portfolio Management 

• CIS – Discovery 

• CIS – Event Management 

• CIS – Software Asset Management 

• CIS – Hardware Asset Management 

• 5 or more of the below micro-certifications: 

• Micro-Certification - Flow Designer 

• Micro-Certification - Integration Hub 

• Micro-Certification - Agile and Test Management Implementation 

• Micro-Certification - Service Portal 

• Micro-Certification - Automated Test Framework 

• Micro-Certification - Predictive Intelligence 

• Micro-Certification - Performance Analytics 

• Micro-Certification - Virtual Agent 

• Micro-Certification - Configure the CMDB 

• Micro-Certification - CMDB Health 

• Active ServiceNow Expert certification: 

• Architecture Excellence 

• Certified Technical Architect 

• Certified Master Architect 

  • Hands-on experience (>480 hours each) implementing or architecting 20 or more ServiceNow applications. 

  • 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.  

  • 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 

• Exceptional understanding of ServiceNow best practices and industry trends 

• Excellent Conflict resolution skills to mitigate risks, resolve issues, and ensure timely and accurate delivery.

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Working at ICF

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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 email icfcareercenter@icf.com and 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.

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Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is: