Senior ServiceNow CSM & AI Implementation Lead

SAIC; South Carolina; Remoto; USD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

SAIC is seeking an experienced ServiceNow CSM and Now Assist specialist to design and maintain the Customer Service Management suite, including case management, knowledge, and portals. You will implement AI-powered features, governance, and integrations with enterprise systems to improve service delivery while ensuring compliance.

The role requires DoD/federal experience, CSA certification, and an active Secret clearance, with a focus on governance, data protection, and performance monitoring

Competenze

• Bachelor's degree required; 9+ years of industry experience may substitute.
• Active Secret clearance required for DoD and federal work.
• CSA certification and ServiceNow AI/Now Assist implementation experience.
• Experience establishing AI governance in regulated environments.
• Familiarity with DoD AI ethics and governance frameworks.
• Experience with large-scale ServiceNow CSM deployments for enterprise clients.

Mansioni

• Design, configure, and maintain ServiceNow CSM capabilities including case management and knowledge management.
• Lead Now Assist implementation and AI features such as summarization and autonomous responses.
• Develop AI governance procedures, data protection controls, and audit readiness.
• Monitor health, performance, upgrades, and integration issues; ensure service reliability.
• Collaborate with ISSO/ISSM and compliance teams for RMF 2.0 alignment.

Conoscenze

Secret clearance

DoD/Federal experience

AI governance experience

Large-scale ServiceNow deployments

Formazione

Bachelor's degree or equivalent

Strumenti

ServiceNow CSA

ServiceNow AI / Now Assist

Descrizione del lavoro

SAIC is seeking an experienced ServiceNow CSM and Now Assist specialist to design and maintain the Customer Service Management suite, including case management, knowledge, and portals. You will implement AI-powered features, governance, and integrations with enterprise systems to improve service delivery while ensuring compliance.

The role requires DoD/federal experience, CSA certification, and an active Secret clearance, with a focus on governance, data protection, and performance monitoring