SAIC

Senior ServiceNow CSM - Now Assist Engineer

SAIC • $120K — $150K *
Washington, DC 20005Hybrid
Information Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree with 14+ years of industry experience
  • Secret clearance required
  • ServiceNow Certified System Administrator (CSA) certification
  • Experience in implementing ServiceNow AI or Now Assist
  • Background in establishing AI governance frameworks in regulated environments
  • Experience with ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 environments
  • Familiarity with DoD AI Ethical Principles and AI governance processes

Responsibilities

  • Design and maintain ServiceNow CSM capabilities including case and knowledge management
  • Create workflows to enhance case resolution and customer experience
  • Develop service catalogs, dashboards, and automations for customer operations
  • Configure integrations between ServiceNow CSM and other enterprise systems
  • Lead implementation of ServiceNow Now Assist capabilities
  • Configure AI features for improved customer service interactions
  • Establish governance processes for AI capabilities

Benefits

  • Comprehensive health benefits
  • Generous paid time off policy
  • Professional development opportunities
  • Flexible work schedules
  • Employee wellness programs
  • Retirement savings plan options
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

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