Senior ServiceNow CSM - Now Assist Engineer

SAIC•Flexwork, VA

About The Position

This role focuses on configuring, maintaining, and supporting ServiceNow Customer Service Management (CSM) capabilities, including Case Management, Service Operations, Knowledge Management, Customer Portals, Request and Entitlement Management, and Digital Engagement. The engineer will also support customer and mission support workflows to enhance case resolution and service delivery. A key aspect of the role involves the implementation and configuration of ServiceNow Now Assist capabilities, leveraging AI for features like case summarization, recommended responses, knowledge generation, search augmentation, and conversational AI. The position requires adherence to AI governance and compliance, including responsible AI practices, data handling, access controls, and change management, in coordination with security personnel. Operational responsibilities include monitoring application health, troubleshooting issues related to availability, access, AI capabilities, integrations, and search performance, as well as supporting upgrades, patching, and maintaining operational documentation.

Requirements

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

Responsibilities

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, and 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.
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, and Conversational experiences and Virtual Agent enhancements.
Assist with AI operational processes related to: Access controls, Data protection and privacy, Human review and approval processes, and AI performance monitoring.
Participate in testing, validation, and sustainment activities for AI-enabled capabilities.
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, and Change and release management, Audit and compliance activities.
Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements.
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, and Knowledge and search performance issues.
Support upgrades, patching, release management, and backup and recovery activities.
Maintain operational documentation, workflows, and standard operating procedures.