Senior ServiceNow CSM - Now Assist Engineer Job Listing at SAIC in Remote Work, DC (Job ID 2614195)

Description

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.

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

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