Senior ServiceNow CSM - Now Assist Engineer

Saic; Virginia (MN); On-site; USD 120,000 - 160,000; Full time

Job summary

SAIC is seeking a Senior ServiceNow Consultant to configure, maintain, and optimize ServiceNow Customer Service Management (CSM) and Now Assist capabilities for government and enterprise environments. You will work on case management, knowledge, portals, and integrations.

You will implement AI-enabled features, govern data and security, and coordinate with ISSO/ISSM to meet DoD and regulatory requirements. Requires IAT II, CSA, 2+ years of ServiceNow, Secret clearance, and prior DoD experience;

Qualifications

• Bachelor's degree and 9+ years of industry experience.
• Minimum 2 years of ServiceNow experience.
• IAT Level II certification is required.
• A Secret clearance is required.
• ServiceNow CSA certification.
• 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 and governance processes.
• Experience with large-scale ServiceNow CSM and AI deployments.

Responsibilities

• Configure, maintain, and support ServiceNow CSM capabilities including case management, service operations, knowledge management, portals and experience components, and integrations.
• Support Now Assist configuration and AI-powered features such as case summarization and recommended responses.
• Ensure AI governance, data classification, access controls, and audit/compliance activities.
• Coordinate with security personnel (ISSO/ISSM) and participate in testing, validation, and release management.

Skills

ServiceNow experience

AI governance

Education

Bachelor's degree

Tools

ServiceNow

Job description

Description

Responsibilities:

Customer Service Management (CSM)

• 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
  • 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

Now Assist Implementation and AI Enablement

• 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
  • Conversational experiences and Virtual Agent enhancements
• Assist with AI operational processes related to:
  • Access controls
  • Data protection and privacy
  • Human review and approval processes
  • AI performance monitoring
• Participate in testing, validation, and sustainment activities for AI-enabled capabilities

AI Governance and Compliance

• 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
  • Audit and compliance activities
• Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements

Operations and Maintenance (O&M)

• 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
  • Knowledge and search performance issues
• Support upgrades, patching, release management, and backup and recovery activities
• Maintain operational documentation, workflows, and standard operatingprocedures

Qualifications

Required Qualifications:

• Bachelors and 9+ years of industry experience
• Minimum 2 years of ServiceNow experience
• IAT Level II certification is required
• 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

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.