Senior AI ServiceNow Architect Public Trust (Remote)
About The Position
We are open to supporting 100% remote work anywhere within the continental US. The Work : We are seeking a highly skilled Senior ServiceNow Architect with hands-on experience implementing Now Assist and other AI‑powered capabilities on the ServiceNow platform. In this role, you will serve as a strategic technical leader responsible for designing scalable, secure, and innovative ServiceNow 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 ServiceNow 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.
Requirements
- ServiceNow CSA certification (must be current)
- 2+years as a ServiceNow Architect
- 5+ years of experience in ServiceNow Software development
- US Citizenship is required (per federal government regulations for this position).
- Must be able to obtain 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
Nice To Haves
- ServiceNow Certified Implementation Specialist (CIS): CIS – IT Service Management (ITSM) or CIS – Customer Service Management (CSM)
- NowAssist / 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 ServiceNow data model and performance optimization
- Strong problem-solving, communication, and collaboration skills
- Experience supporting DevSecOps-aligned Agile teams
- Bachelor’s degree
- Highly effective analytical, problem-solving, and decision-making capabilities.
- Excellent communication and interpersonal skills to interface effectively at all levels of the business.
Responsibilities
- Lead the implementation and optimization of ServiceNow Now Assist AI capabilities, including generative AI workflows, virtual agents, intelligent automation, and predictive insights.
- Design, develop, and configure ServiceNow solutions to support federal program requirements
- Build and maintain custom applications, workflows, business rules, and UI policies
- Design, develop, and support ServiceNow 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 ServiceNow 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
