SAIC

Senior ServiceNow CSM - Now Assist Engineer

SAIC • $120K — $145K *
US-AnywhereRemote in Virginia, US
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 9+ years of relevant industry experience
  • At least 2 years of hands-on experience with ServiceNow
  • Active Secret clearance required
  • Certified ServiceNow System Administrator (CSA) certification necessary
  • Proven experience in implementing ServiceNow AI or Now Assist features
  • Background in establishing AI governance frameworks in regulated environments
  • Experience working with ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 contexts,

Responsibilities

  • Configure and maintain ServiceNow CSM functionalities, enhancing customer service capabilities
  • Support workflows to optimize case resolution and service delivery
  • Develop service catalogs, workflows, dashboards, and automation for customer operations
  • Assist in integrating ServiceNow CSM with enterprise systems using REST APIs
  • Implement and configure ServiceNow Now Assist functionalities for improved service management
  • Maintain AI-powered features for case management and customer interactions
  • Oversee adherence to governance and compliance processes for AI capabilities
  • Monitor and troubleshoot operational issues associated with ServiceNow and AI features

Benefits

  • Comprehensive health insurance options
  • Retirement savings plans
  • Professional development opportunities
  • Flexible working hours
  • Supportive work environment promoting innovation
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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