Workflow Automation Engineer

ICF

. Configure and improve CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows .

Posted 10/12/2026full-timeUnited StatesMid-LevelSenior💰 $74,090 - $125,954 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CRM configuration, workflow automation, and process improvement, with a strong focus on translating business requirements into technical solutions. Proficient in developing dashboards and metrics to enhance customer lifecycle management and operational efficiency.

Highest-signal resume keywords

CRM ConfigurationWorkflow AutomationProcess MappingDashboard DevelopmentAPI Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Workflow AutomationRequirements AnalysisSystems IntegrationCustomer Lifecycle ManagementOperational Process ImprovementsBusiness Process MappingService ManagementIntake ManagementSLA TrackingOperational Metrics

Soft Skills

Analytical SkillsProblem-SolvingDecision-MakingCommunication SkillsOrganizational Skills

Tools & Technologies

SalesforceMicrosoft DynamicsServiceNowPower BIPower AutomateLogic AppsMuleSoftAzure Integration ServicesJira Service ManagementWorkflow Engines

Industry Keywords

Federal Contract RequirementsAuditabilityAccess ControlsRecords ManagementCompliance RequirementsAgile MethodologyCross-Functional TeamsContinuous ImprovementCustomer ExperienceService Catalogs

Tech Stack

Tools & technologies

AzureServiceNow

About the role

Key responsibilities & impact

Configure and improve CRM integrations, intake workflows, routing logic, customer status visibility, workflow automation, reporting dashboards, and customer lifecycle data flows
Translate service designs and product requirements into working CRM/workflow capabilities that maintain customer history and status transparency
Coordinate 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
Collaborate with product, engineering, security, governance, quality, and customer-facing stakeholders
Document work products, decisions, risks, and delivery evidence to support traceability and continuous improvement
Support modernization of a federal agency's enterprise data and analytics ecosystem

Requirements

What you’ll need

U.S. Citizenship required due to federal contract requirements
Must reside in the U.S. and be authorized to work in the U.S.
All work must be performed in the U.S.
Must have lived in the U.S. for three full years out of the last five 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 additional years of relevant experience in lieu of a bachelor's degree
Minimum 6 years of relevant experience aligned to the role responsibilities
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 years of relevant experience
Experience configuring and administering CRM, customer intake, case management, or service management platforms such as Salesforce, Microsoft Dynamics, ServiceNow, Jira Service Management, or similar
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 platforms
Experience with business process mapping, current-state/future-state analysis, workflow optimization, and continuous process improvement
Experience supporting customer lifecycle management, service catalogs, service request workflows, and operational support processes
Familiarity with Power Automate, Logic Apps, MuleSoft, ServiceNow Flow Designer, Azure Integration Services, or comparable platforms
Experience collaborating with Product Managers, Platform Engineers, Security, QA, Customer Support, and other stakeholders
Experience documenting requirements, workflow designs, operating procedures, process maps, decision logs, and implementation artifacts
Understanding of auditability, access controls, records management, and compliance requirements in regulated environments
Experience working in Agile, cross-functional delivery teams
Highly effective analytical, problem-solving, and decision-making capabilities
Excellent written and verbal communication skills
Strong organization, attention to detail, prioritization, and multitasking abilities
Collaborative approach focused on quality, accountability, and continuous improvement

Benefits

Comp & perks

Equal opportunity employer
Reasonable accommodations for disabilities, disabled veterans, and sincerely held religious beliefs
Confidential accommodation support
Benefits information provided through Transparency in Coverage Act