SAIC

Senior ServiceNow CSM - Now Assist Engineer

SAIC • $110K — $130K *
US-AnywhereRemote in Virginia, US
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree with 9+ years of relevant industry experience
  • At least 2 years of hands-on ServiceNow experience
  • IAT Level II certification required
  • Must hold a minimum of a Secret clearance
  • ServiceNow Certified System Administrator (CSA) certification
  • Experience in implementing ServiceNow AI or Now Assist features
  • Background in establishing AI governance in regulated settings
  • Familiar with DoD AI Ethical Principles and governance processes
  • Experience with large-scale deployments in DoD, Federal, and regulated environments.

Responsibilities

  • Configure and support ServiceNow CSM capabilities like case management and customer portals
  • Enhance service delivery by improving customer workflows and case resolution
  • Develop workflows, dashboards, and reports for customer-facing operations
  • Integrate ServiceNow CSM with enterprise systems via REST APIs
  • Implement and configure AI features within ServiceNow CSM
  • Evaluate AI operations regarding access control and data protection
  • Adhere to governance processes for AI capabilities and assist with compliance activities
  • Monitor application performance and troubleshoot issues related to AI and integration.

Benefits

  • Flexible work arrangements
  • Professional development opportunities
  • Access to cutting-edge technology
  • Engagement in impactful projects
  • Collaborative work environment
  • Support for career advancement
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
  • IAT Level II certification is required
  • 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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