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, with a strong emphasis on implementing and enabling ServiceNow Now Assist features. The engineer will be responsible for supporting customer and mission support workflows, developing service catalogs, workflows, dashboards, reports, and automations. A key part of the role involves configuring and maintaining AI-powered features such as case summarization, recommended responses, knowledge generation, search augmentation, and virtual agent enhancements. The position also requires participation in AI governance and compliance activities, ensuring responsible AI practices, data protection, and adherence to government requirements. Day-to-day operations, maintenance, troubleshooting, and support for ServiceNow CSM and Now Assist are also critical functions of this role.

Requirements

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

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, Change and release management, and 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.