ServiceNow CSM - Now Assist Engineer

SAIC•Flexwork, VA

About The Position

The ServiceNow CSM - Now Assist Engineer will be responsible for designing, configuring, and maintaining ServiceNow Customer Service Management (CSM) capabilities, including Case Management, Service Operations, Knowledge Management, Customer Portals, Request and Entitlement Management, and Digital Engagement. This role involves developing customer and mission support workflows to enhance case resolution, service visibility, and customer experience. Additionally, the engineer will lead the implementation and configuration of ServiceNow Now Assist capabilities, focusing on AI-powered features such as case summarization, recommended responses, knowledge generation, search augmentation, and Virtual Agent enhancements. A key aspect of this role is establishing and maintaining governance processes for Now Assist and Generative AI, ensuring responsible AI practices, data protection, auditability, and compliance with government security requirements. The engineer will also serve as a primary technical lead for operations, monitoring application health, troubleshooting issues, and supporting upgrades and maintenance activities.

Requirements

Bachelors and 9+ 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

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, and 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.