SAIC

Senior ServiceNow CSM - Now Assist Engineer

SAIC • $120K — $150K *
US-AnywhereRemote in Washington, DC
Information Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree and 14+ years of relevant industry experience
  • Secret clearance required
  • ServiceNow Certified System Administrator (CSA) certification
  • Experience in implementing ServiceNow AI or Now Assist capabilities
  • Proven track record establishing AI governance in regulated environments
  • Experience with ServiceNow in DoD, Federal, GCC High, or IL4/IL5/IL6 sectors
  • Familiarity with DoD AI Ethical Principles and governance processes
  • Expertise in large-scale ServiceNow CSM and AI deployments for enterprise customers.

Responsibilities

  • Design and maintain ServiceNow CSM functionalities including case management and customer portals.
  • Enhance customer workflows to improve case resolution and service visibility.
  • Develop service catalogs, dashboards, and automation for customer operations.
  • Configure integrations between ServiceNow CSM and enterprise systems using REST APIs.
  • Lead the implementation and configuration of Now Assist features for CSM.
  • Configure AI-powered tools for case summarization and knowledge generation.
  • Establish governance processes for AI capabilities and compliance with security standards.

Benefits

  • Comprehensive health and wellness program
  • Opportunities for professional development and certifications
  • Flexible work hours and potential remote work options
  • Supportive team environment focused on innovation
  • Involvement in cutting-edge AI technology applications.
Full Job Description
Job Description

Responsibilities

Customer Service Management (CSM)
  • Design, configure, and maintain 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
  • Design customer and mission support workflows that improve case resolution, service visibility, and customer experience.
  • Develop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations.
  • Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware solutions.

Now Assist Implementation and AI Enablement
  • Lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions.
  • Configure AI-powered features including:
    • Case summarization
    • Recommended responses
    • Knowledge generation
    • Search augmentation
    • Conversational experiences and Virtual Agent enhancements
  • Develop AI operational procedures governing:
    • Model usage and access controls
    • Prompt and output governance
    • Data protection and privacy controls
    • Human review and approval processes
    • AI performance monitoring and auditing
  • Support AI capability testing, validation, and accreditation activities in accordance with Government security and compliance requirements.

AI Governance and Compliance
  • Establish and maintain governance processes for Now Assist and Generative AI capabilities, including:
    • Responsible AI practices
    • Data classification and handling
    • Auditability and traceability
    • User access and role-based controls
    • AI risk assessments
    • Change and release management for AI-enabled features
  • Collaborate with ISSO/ISSM personnel to ensure AI implementations align with:
    • RMF 2.0 requirements
    • DoD cybersecurity guidance
    • Data protection and privacy policies
    • Government-approved AI governance frameworks

Operations and Maintenance (O&M)
  • Serve as a primary technical lead for ServiceNow CSM and Now Assist operations.
  • Monitor application health, performance, and AI feature effectiveness.
  • Troubleshoot and remediate:
    • Availability issues
    • Access control issues
    • AI capability failures
    • Integration issues
    • Knowledge and search performance issues
  • Support upgrades, patching, release management, backup and recovery activities.
  • Develop and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts.


Qualifications

Required Quals:
  • Bachelors and 14+ years of industry 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

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at SAIC

  • SAIC
    Software Architect
    $100K — $130K *
    Huntsville, AL 35810 (Madison County)
    Reposted Today
    Aerospace & Defense
    In-Person
  • SAIC
    Program Analyst
    $80K — $120K *
    Camp H M Smith, HI 96861 (Honolulu County)
    Today
    Aerospace & Defense
    In-Person
  • SAIC
    Software Engineer
    $80K — $120K *
    Lakehurst, NJ 08733 (Ocean County)
    Reposted Today
    Aerospace & Defense
    In-Person
  • SAIC
    Contracts Senior Principal
    $160K — $200K *
    Chantilly, VA 20152 (Loudoun County)
    Reposted Today
    Education, Government & Non-Profit
    In-Person
  • SAIC
    End User Computing Manager
    $120K — $160K *
    Springfield, VA 22153 (Fairfax County)
    Reposted Today
    Information Technology
    In-Person

More Information Technology Jobs

Find similar Senior ServiceNow CSM - Now Assist Engineer jobs:

NationwideRemote