Implement intelligent routing logic that directs incidents and service requests to the right resolution path based on issue type, user context, and historical patterns.
Deploy and maintain AI-powered predictive maintenance tools that detect hardware and software issues proactively, reducing unplanned downtime for end users.
Design and maintain Tier Zero knowledge repositories, including automated content refresh, analytics-driven gap identification, and integration with ITSM ticketing systems.
Build automation workflows using low-code and pro-code tools, including Power Automate and similar platforms, to streamline repetitive processes across IT operations.
Integrate virtual agents and automation tools with existing ITSM platforms to ensure seamless escalation to human technicians when Tier Zero resolution fails.
Track and report on Tier Zero performance metrics, including deflection rate, chatbot resolution success rate, and end-user satisfaction, and use that data to drive continuous improvement.
Coordinate with the Service Desk Manager and cloud/platform engineering teams to align automation builds with operational priorities and platform governance requirements.
Ensure all Tier Zero and AI-enabled tools meet Section 508 and WCAG accessibility standards before deployment.
Document automation architectures, configuration baselines, and runbooks so solutions can be maintained, extended, and handed off effectively.
Minimum Requirements
Bachelor's degree or equivalent
5+ years of experience in AI engineering, automation engineering, or a related IT engineering discipline
3+ years of hands-on experience designing and deploying virtual agents or conversational AI tools in production environments
2+ years of experience with low-code and workflow automation platforms such as Power Automate, ServiceNow Flow Designer, or equivalent
2+ years supporting federal IT programs in HHS, NIH, FDA, or other health-focused agencies
U.S. Citizenship required due to federal contract requirements
Ability to obtain and maintain a Public Trust background investigation
Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US
Preferred Qualifications
Experience integrating virtual agents with ITSM platforms such as ServiceNow or Jira Service Management
Familiarity with ITIL service management practices and how automation fits into incident and service request lifecycle
Experience using analytics and ticket trend data to identify automation opportunities and measure deflection impact
Familiarity with Section 508 and WCAG accessibility requirements for digital tools and self-service platforms
Relevant certifications in AI, automation, Power Platform, or cloud platforms such as Microsoft, AWS, or Google
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
$108,006.00 - $183,610.00
DC Remote Office (DC99)
