Senior ServiceNow CSM - Now Assist Engineer

SAIC • Washington, DC

3d

About The Position

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion.

Requirements

• Experience with ServiceNow Customer Service Management (CSM) capabilities.
• Experience with ServiceNow Now Assist implementation and configuration.
• Experience configuring AI-powered features.
• Experience developing AI operational procedures.
• Experience supporting AI capability testing, validation, and accreditation.
• Experience establishing and maintaining governance processes for AI capabilities.
• Experience collaborating with ISSO/ISSM personnel.
• Experience with RMF 2.0 requirements.
• Experience with DoD cybersecurity guidance.
• Experience with data protection and privacy policies.
• Experience with Government-approved AI governance frameworks.
• Experience as a technical lead for ServiceNow CSM and Now Assist operations.
• Experience monitoring application health, performance, and AI feature effectiveness.
• Experience troubleshooting and remediating availability, access control, AI capability, integration, knowledge, and search performance issues.
• Experience supporting upgrades, patching, release management, backup and recovery activities.
• Experience developing and maintaining operational documentation, SOPs, architecture diagrams, and governance artifacts.

Responsibilities

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed