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Principal ServiceNow Architect DHS

As a Principal ServiceNow Architect, you serve as one of a few prestigious and high-impact roles within our organization and across our client space. You will shape the solutions we deliver, create our go-to-market strategy, drive innovation in ServiceNow solutions, and ensure the growth of our people and our business. This role combines an exceptional depth of technical expertise with visionary leadership, influencing the development of cutting-edge ServiceNow solutions, fostering knowledge-sharing, and engaging in thought leadership within the ServiceNow community.

Based on your experiences and interests, we may ask you as a technology professional to support growth-related activities, including (but not limited to) RFI, RFP, prototypes, and oral presentations. Team members are also expected to uphold and maintain appropriate certifications necessary for their practice expertise.

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

15 or more years of experience implementing or architecting ServiceNow solutions

Certified Technical Architect

ServiceNow Certified System Administrator certification

Active Certified Application Developer

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

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.

Valuable Preferred Skills for this Role

Certified in five or more additional mainline certifications, with preference for the following:

Certified Implementation Specialist (CIS) – Human Resources

CIS – Customer Service Management

CIS – IT Service Management

CIS – Discovery

CIS – Service Mapping

CIS – Application Portfolio Management

CIS – Software Asset Management

CIS – Hardware Asset Management

CIS – Project Portfolio Management

The ideal candidate will also have:

Hands-on experience (>480 hours each) implementing or architecting 30 or more ServiceNow applications.

ServiceNow Certified Master 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.

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

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.






Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world’s toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

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 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. Read more about non-discrimination: Know Your Rights and Pay Transparency Statement.

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:

$136,141.00 – $231,440.00

Nationwide Remote Office (US99)

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