SAIC

ServiceNow CSM - Now Assist Engineer

SAIC • $100K — $130K *
Front Royal, VA 22630Hybrid
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree with 9+ years in the industry
  • At least 2 years of hands-on experience with ServiceNow
  • Secret clearance is mandatory
  • Certification as a ServiceNow Certified System Administrator (CSA)
  • Experience in implementing ServiceNow AI or Now Assist
  • Proficient in setting up AI governance frameworks in regulated environments
  • Experience working with ServiceNow in DoD or Federal settings
  • Knowledge of DoD AI Ethical Principles and AI governance processes

Responsibilities

  • Configure and support ServiceNow Customer Service Management (CSM) capabilities
  • Enhance workflows to improve case resolution and service delivery
  • Develop service catalogs and dashboards for customer-facing operations
  • Assist with integration of ServiceNow CSM and other enterprise systems
  • Implement and configure Now Assist AI capabilities for CSM
  • Maintain AI-powered features such as case summarization and recommended responses
  • Ensure compliance with AI governance and security processes
  • Troubleshoot application health and monitor AI feature effectiveness

Benefits

  • Opportunity to work with cutting-edge AI technology
  • Engagement in impactful government projects
  • Work flexibility and potential for remote arrangements
  • Supportive team environment for professional growth
  • Diverse project experiences in a regulated sector
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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