Workflow Automation Engineer

ICF • Reston, VA

3d • Remote

About The Position

ICF's Digital Modernization Division is seeking a Workflow Automation Engineer to join a team accelerating the modernization of a large federal agency's enterprise data and analytics ecosystem. This cloud-based platform provides data storage, analytics, governance, and AI/ML capabilities. The team is focused on migrating legacy workloads, streamlining onboarding and support, expanding platform capabilities, and helping organizations adopt modern data and AI solutions at scale. The workflow engineer/operations analyst will configure and improve CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows. They will translate service designs and product requirements into working CRM/workflow capabilities that maintain customer history and support status transparency. This role requires coordination with Platform Engineering, Security, QA, and Product Operations to ensure workflow changes are secure, testable, auditable, and integrated with downstream provisioning and support processes. This role is contingent upon a contract award and is a remote position with a strong preference for candidates in the Washington DC Metro Area, with occasional onsite meetings in Washington, DC.

Requirements

• U.S. Citizenship is required due to federal contract requirements.
• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years.
• Bachelor's degree in Information Systems, Systems Analysis, Computer Science, Business Information Systems, Workflow Automation, Business Analytics, or related field; or a high school diploma with four (4) additional years of relevant experience in lieu of a bachelor's degree.
• Minimum 6 years of relevant experience aligned to the responsibilities of this role including experience designing and implementing workflow automation, routing logic, approval processes, intake forms, customer lifecycle workflows, and operational process improvements.
• Master's degree may substitute for two (2) years of relevant experience.

Nice To Haves

• Experience configuring and administering CRM, customer intake, case management, or service management platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Jira Service Management, or similar solutions.
• Experience translating business requirements, service designs, and customer journey needs into technical workflow solutions and system configurations.
• Experience developing and maintaining customer onboarding, provisioning, request fulfillment, intake management, and status-tracking processes.
• Experience integrating CRM, ticketing, workflow, identity management, and operational platforms through APIs, workflow engines, connectors, or low-code automation tools.
• Experience developing dashboards, operational metrics, intake reporting, workflow performance reporting, SLA tracking, and customer experience reporting using Power BI or similar business intelligence platforms.
• Experience performing business process mapping, current-state/future-state analysis, workflow optimization, and continuous process improvement initiatives.
• Experience supporting customer lifecycle management, service catalogs, service request workflows, and operational support processes.
• Familiarity with workflow automation and integration technologies such as Power Automate, Logic Apps, MuleSoft, ServiceNow Flow Designer, Azure Integration Services, or comparable platforms.
• Experience collaborating with Product Managers, Platform Engineers, Security teams, QA teams, Customer Support teams, and stakeholders to ensure workflow solutions are secure, auditable, testable, and operationally sustainable.
• Experience documenting requirements, workflow designs, operating procedures, process maps, decision logs, and implementation artifacts.
• Understanding of auditability, access controls, records management, and compliance requirements within regulated environments.
• Experience supporting Federal government, healthcare, or other highly regulated environments preferred.
• Experience working in Agile, cross-functional delivery teams.
• Highly effective analytical, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills, with the ability to work effectively across technical and non-technical audiences.
• Strong organization, attention to detail, and the ability to prioritize and manage multiple responsibilities.
• Collaborative approach with a commitment to quality, accountability, and continuous improvement.

Responsibilities

• Configures and improves CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows.
• Translates service designs and product requirements into working CRM/workflow capabilities that maintain customer history and support status transparency.
• Coordinates with Platform Engineering, Security, QA, and Product Operations to ensure workflow changes are secure, testable, auditable, and integrated with downstream provisioning and support processes.
• Applies CRM configuration, workflow automation, requirements analysis, dashboards, systems integration, process mapping, intake/status tracking, and service management tools to support role delivery.
• Collaborates with relevant product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role.
• Documents work products, decisions, risks, and delivery evidence to support traceability and continuous improvement.

Benefits

• ICF is an equal opportunity employer.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level