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
Required Qualifications
Bachelors and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree
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
Job description provided by SAIC.
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