Please note: This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. The Work At ICF our Digital Modernization Division is an information technology and management consulting organization that delivers integrated, strategic solutions to federal clients. We bring expertise in cloud, cybersecurity, enterprise architecture, data modernization, and digital transformation to support mission-critical government programs. 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 that enable thousands of users to transform data into actionable insights. As demand continues to grow, the team is focused on migrating legacy workloads, streamlining onboarding and support, expanding platform capabilities, and helping organizations across the enterprise adopt modern data and AI solutions at scale. The workflow engineer/operations analyst will configure 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. Job Location: Remote, however, strong preference for candidates who live in the Washington DC Metro Area. There will be occasional onsite meetings on the client site in Washington, DC. *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. What You Will Do: 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. Apply CRM configuration, workflow automation, requirements analysis, dashboards, systems integration, process mapping, intake/status tracking, and service management tools to support role delivery. Collaborate with relevant product, engineering, security, governance, quality, and customer-facing stakeholders as required by the role. Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement. Basic Qualifications 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. Preferred Qualifications 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. Professional Skills: 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. #LI-CC1 #Indeed Bot and Third-Party Applications Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact Candidateaccommodation@icf.com for assistance. 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 a workplace that allows everyone to thrive. We are an equal opportunity employer. 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 policy. 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 with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@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.  Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.   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 based on full-time employment is: $74,090.00 - $125,954.00 Nationwide Remote Office (US99) Need help? We're here: ICFCareerCenter@icf.com About ICF ICF is a global consulting and technology services company with approximately 9,000 employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.

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