SAIC

Senior ServiceNow CSM - Now Assist Engineer

SAIC • $110K — $130K *
Front Royal, VA 22630Hybrid
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree and 9+ years of industry experience
  • Minimum 2 years of hands-on ServiceNow experience
  • Active Secret clearance required
  • ServiceNow Certified System Administrator (CSA) certification
  • Experience with ServiceNow AI or Now Assist implementations
  • Proven track record of establishing AI governance frameworks in regulated environments
  • Experience supporting ServiceNow in various security contexts, including DoD and Federal environments
  • Familiarity with DoD AI Ethical Principles and operational oversight processes

Responsibilities

  • Configure and maintain ServiceNow CSM capabilities including various management components
  • Support workflows that enhance case resolution and service delivery for customers
  • Develop service catalogs, workflows, and metrics dashboards for customer operations
  • Assist in configuring integrations using REST APIs between CSM and enterprise systems
  • Implement and configure ServiceNow Now Assist capabilities
  • Maintain AI-driven features like case summarization and virtual agent enhancements
  • Participate in validation activities for AI-driven functionalities
  • Follow governance protocols for AI capabilities and manage relevant compliance activities
  • Oversee day-to-day operations of ServiceNow CSM and Now Assist, ensuring performance and troubleshooting issues

Benefits

  • Robust professional development opportunities
  • Exposure to cutting-edge AI technologies
  • Collaborative and dynamic work environment
  • Possibilities for career advancement within a secure sector
  • Contributions to mission-critical services in a regulated landscape
Full Job Description
Job Description

Responsibilities:

Customer Service Management (CSM)
  • Configure, maintain, and support ServiceNow Customer Service Management (CSM) capabilities, including:
    • Case Management
    • Service Operations
    • Knowledge Management
    • Customer Portals and Experience Components
    • Request and Entitlement Management
    • Digital Engagement and Self-Service capabilities
  • Support customer and mission support workflows that improve case resolution and service delivery
  • Develop and maintain service catalogs, workflows, dashboards, reports, and automations supporting customer-facing operations
  • Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub

Now Assist Implementation and AI Enablement
  • Support the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
  • Configure and maintain AI-powered features including:
    • Case summarization
    • Recommended responses
    • Knowledge generation
    • Search augmentation
    • Conversational experiences and Virtual Agent enhancements
  • Assist with AI operational processes related to:
    • Access controls
    • Data protection and privacy
    • Human review and approval processes
    • AI performance monitoring
  • Participate in testing, validation, and sustainment activities for AI-enabled capabilities

AI Governance and Compliance
  • Follow established governance and security processes for Now Assist and Generative AI capabilities
  • Support activities related to:
    • Responsible AI practices
    • Data classification and handling
    • User access controls
    • Change and release management
    • Audit and compliance activities
  • Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements

Operations and Maintenance (O&M)
  • Support day-to-day ServiceNow CSM and Now Assist operations
  • Monitor application health, performance, and AI feature effectiveness
  • Troubleshoot and resolve:
    • Availability issues
    • Access control issues
    • AI capability issues
    • Integration issues
    • Knowledge and search performance issues
  • Support upgrades, patching, release management, and backup and recovery activities
  • Maintain operational documentation, workflows, and standard operating procedures


Qualifications

Required Qualifications:
  • Bachelors and 9+ years of industry experience
  • Minimum 2 years of ServiceNow experience
  • A Minimum of a Secret clearance is required
  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow AI or Now Assist implementation experience
  • Experience establishing AI governance frameworks in regulated environments
  • Experience supporting ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 environments
  • Familiarity with:
    • DoD AI Ethical Principles
    • AI governance and operational oversight processes
  • Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers


About SAIC

Science Applications International Corporation (SAIC) is a technology integrator in the technical, engineering, intelligence, and enterprise information technology markets. SAIC has approximately 26,000 employees and operates in more than 70 countries. The company was founded in 1969 and is headquartered in Reston, Virginia. SAIC provides services to the U.S. government, including the Department of Defense, the intelligence community, and civilian agencies. The company also serves commercial customers in the healthcare, energy, and financial services sectors.
Learn more about SAIC
Size
26,000 employees
Market Cap
$6 billion
Industry
Information Technology
Net Income
$206 million
Founded
1969
5 Year Trend
+10.7%
Revenue
$6.8 billion
NASDAQ
SAIC
* Ladders Estimates

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