Be on Alert – Fraudulent Employment Offers. Learn More

Arlington, Virginia, United States of America
JOB #R2002135

Engagement Manager

ICF is seeking an experienced Engagement Manager.  You will be part of an established team supporting our federal client in the Washington, DC Metro Area.

Position Responsibilities: 

  • Partners with IT and operations stakeholders to define, prioritize and execute ITSM operational needs and enhancements to successfully deliver ongoing ITSM business capabilities. Dispenses guidance regarding ITSM solution design and alignment with business goals.

  • Oversees and supports fulfillment of ongoing requests for enhancement and optimization for ServiceNow within an agile, iterative development methodology, providing guidance to the business regarding ITSM solution design and implementation. Leads sessions to gather, define, and document business requirements.

  • Administers operational support of ServiceNow to ensure it is run and maintained in keeping with industry standards and best practices and meet the business needs.

  • Forges strong, collaborative relationships and build consensus among competing stakeholders across business and IT peers, leveraging exceptional communication and interpersonal skills.

  • Supports implementation of new ServiceNow features and modules such as (but not limited to) Facilities management module, IT Asset management, etc. including partnerships with Project Delivery team and external vendors. Provides guidance to Manager, CRM Application and Director, Application Operations on any risks or restraints prior to new features being added. Manages the operationalization of any added capabilities.

  • Supports management of related technical environments, including oversight of ongoing development activities and system administration. Oversees migration of code and configurations across development and production environments, including planning, testing and change management.

Required Skills: 

  • A minimum of six years of relevant, IT experience with a focus on IT Service Management.

  • Three or more years of hands-on experience with ServiceNow as an administrator. Certified ServiceNow Administrator preferred.

  • 4  years of experience with incident management, service catalog, knowledge management, problem management, SLAs, and CMDB in ServiceNow. Experience managing security roles and groups, business rules, ui policies, ui actions, client scripts, etc. in ServiceNow

  • 4 years of experience collaborating with stakeholders on business process enhancements.

  • 4 years experience defining and delivering systems’ support strategy, including business analysis and requirements gathering abilities.

  • Excellent analytical and problem-solving skills

  • Excellent interpersonal, written and verbal communication

  • Team oriented approach

  • US Citizenship required (required by federal government for this position)

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities 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:  EEO is the law and  Pay Transparency Statement.

Arlington, VA (VA31)

Who is ICF?

A global consulting services company with +7,000 people across +70 countries, but we are not your typical consultants.

More jobs you might like

Apr 21, 2021
Bangalore, India
Apr 19, 2021
Toronto, Ontario, Canada
Apr 19, 2021
Fairfax, Virginia, United States of America
Apr 16, 2021
Nairobi, Kenya
Apr 16, 2021
Washington, District of Columbia, United States of America
Apr 15, 2021
Virgin Islands, U.S., United States of America (Remote)
See All Jobs

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.

Join our talent network

ICF is growing, and we add new open roles to our site regularly. If you're waiting for that perfect opportunity at ICF or want an inside look at what it's like to do world-changing work, join our talent network to stay updated.