Key Facts

Remote From:

Full time

Senior (5-10 years)

English

Hard Skills

ServiceNow Service Integration And Management Application Programming Interface (API) ServiceNow Data Duplication Management System Monitoring Event-Driven Programming Data Exchange JavaScript Engine Data Normalization +12 more

Other Skills

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Communication
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Analytical Skills
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Teamwork
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Detail Oriented
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Social Skills
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Problem Solving

Roles & Responsibilities

9+ years IT experience
3+ years ServiceNow development experience
3+ years of REST integrations (Scripted REST APIs, RESTMessageV2)
US citizenship with ability to obtain DHS Public Trust clearance and must reside in the United States for a federal contract

Requirements:

Design, develop, and maintain ServiceNow integrations for enterprise call center and case management workflows, including inbound/outbound REST integrations, IntegrationHub, and event-driven patterns.
Configure data ingestion pipelines (Import Sets, Transform Maps) with data quality, normalization, and deduplication; develop server-side logic (Script Includes, Business Rules, Scheduled Jobs) and asynchronous processing (events, queues, retries).
Support CTI/CIAs integrations (e.g., OpenFrame, screen-pop) and manage real-time versus post-interaction updates; ensure data integrity using correlation IDs and idempotent processing.
Troubleshoot, test, deploy, and monitor integrations; collaborate with architecture and security teams to implement API-based, event-driven, or zero-copy integration patterns as appropriate.

Job description

* We are open to supporting 100% remote work anywhere within the continental US *

As a Senior ServiceNow Software Integration Developer, you play a pivotal role in successfully designing and deploying ServiceNow solutions for our clients. In this role, you will be responsible for designing, configuring, customizing, and implementing integrations between ServiceNow and internal/external applications to meet specific client business requirements. Your technical expertise, attention to detail, and commitment to excellence will contribute significantly to the success of our projects and the satisfaction of our clients. At the senior level, you are expected to work both independently and collaboratively based on project needs.

Your responsibilities include:

Design, develop, and maintain ServiceNow integrations supporting enterprise call center and case management workflows.

Implement and support inbound/outbound integrations using REST APIs, IntegrationHub, and event-driven patterns.

Configure and maintain data ingestion pipelines (Import Sets, Transform Maps) ensuring data quality, normalization, and deduplication.

Develop server-side logic (Script Includes, Business Rules, Scheduled Jobs) to support integration processing and workflow automation.

Implement asynchronous processing (events, queues, retries) to ensure reliable, scalable data exchange.

Support CTI/CIAs integrations (e.g., OpenFrame, screen-pop, interaction data handling) and distinguish real-time vs. post-interaction updates.

Ensure data integrity using correlation IDs, external identifiers, and idempotent processing patterns.

Troubleshoot and resolve integration issues across ServiceNow and external systems; support testing, deployment, and operational monitoring.

Collaborate with architecture and security teams to implement API-based, event-driven, or zero-copy integration patterns as appropriate.

Basic Qualifications

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

Must have an active Public Trust clearance (any agency)

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.

9+ years IT experience.
3+ years ServiceNow development experience.
3+ years of experience with REST integrations (Scripted REST APIs, RESTMessageV2).

Desired Skills

Active DHS, ICE, or DoD government clearance

Experience integrating ServiceNow with CCaaS/CTI platforms (e.g., OpenFrame, call event handling).

Experience with MID Server and secure network integrations.

Experience with Workflow Data Fabric (WDF) or similar external/zero-copy data patterns.

Experience with IntegrationHub (Spokes, Actions, Flow Designer).

Experience with data ingestion (Import Sets, Transform Maps).

Experience with server-side scripting (JavaScript, Business Rules, Script Includes).

Experience with asynchronous processing patterns (events, scheduled jobs, queues).

Experience working with ServiceNow data model, preferably CSM/Case Management.

ServiceNow certifications: CSA (required/preferred), CIS-CSM or CIS-ITSM.

Professional Skills

Hands-on experience troubleshooting and resolving technical issues.

Detail-oriented tendencies with excellent problem-solving and analytical abilities.

The ability to work effectively in a team-oriented, collaborative environment.

Excellent communication and interpersonal skills, with the ability to interact with clients and internal teams professionally.

Ability to work in a fast-paced environment

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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:

$98,614.00 - $167,644.00

Nationwide Remote Office (US99)

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