SAIC

ServiceNow CSM - Now Assist Engineer

SAIC • $120K — $160K *
US-AnywhereRemote in Washington, DC
Information Technology
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree with 14+ years of industry experience
  • At least 2 years of hands-on ServiceNow experience
  • Secret clearance required
  • ServiceNow Certified System Administrator (CSA) certification
  • Experience implementing ServiceNow AI or Now Assist capabilities
  • Proven track record in establishing AI governance frameworks in regulated environments
  • Experience in supporting ServiceNow within DoD, Federal, GCC High, IL4, or IL5/IL6 environments

Responsibilities

  • Configure and support ServiceNow CSM capabilities
  • Enhance customer support workflows to improve service delivery
  • Develop service catalogs, workflows, dashboards, and reports
  • Assist with ServiceNow CSM integrations using REST APIs
  • Implement and configure ServiceNow Now Assist features
  • Set up AI-powered tools for case management and customer interactions
  • Coordinate AI compliance and governance activities

Benefits

  • Comprehensive health insurance
  • Retirement savings plan with company matching
  • Generous paid time off and leave policies
  • Professional development and training opportunities
  • Flexible work arrangements and remote work options
  • Employee assistance programs and wellness resources
Full Job Description
Job Description

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 Quals:
  • Bachelors and 14+ 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.

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

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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