Senior ServiceNow Developer — AI-Driven CSM & Compliance

SAIC; Orangeburg (SC); On-site; USD 120,000 - 180,000; Full time

Job summary

SAIC seeks a senior ServiceNow specialist to design, configure, and maintain CSM capabilities and lead Now Assist AI enablement for customer service operations. The role includes governance, compliance with DoD and federal guidelines, and integration with enterprise systems to enhance case resolution and customer experience.

You will drive AI governance, oversee AI testing and accreditation, and supervise operations as the primary technical lead for CSM and Now Assist.

Qualifications

• Bachelor's degree and 9+ years of industry experience, or equivalent years of experience.
• Active Secret clearance required.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow AI or Now Assist implementation experience.
• Experience establishing AI governance in regulated environments.
• Experience with 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

• Design, configure, and maintain ServiceNow CSM capabilities including Case Management, Service Operations, Knowledge Management, and more.
• Lead the implementation and configuration of Now Assist capabilities for CSM and related functions.
• Configure AI-powered features such as case summarization, recommended responses, and knowledge generation.
• Develop AI governance procedures, including data protection, access controls, and auditing.
• Support AI testing, validation, and accreditation per government security requirements.
• Establish governance for Now Assist and Generative AI, ensuring compliance with RMF 2.0 and DoD guidelines.
• Serve as technical lead for ServiceNow CSM and Now Assist operations; monitor health and performance.

Skills

CSA

Secret clearance

AI governance

ServiceNow deployments

Education

Bachelor's degree

Tools

ServiceNow

Now Assist

REST APIs

Integration Hub

Job description

SAIC seeks a senior ServiceNow specialist to design, configure, and maintain CSM capabilities and lead Now Assist AI enablement for customer service operations. The role includes governance, compliance with DoD and federal guidelines, and integration with enterprise systems to enhance case resolution and customer experience.

You will drive AI governance, oversee AI testing and accreditation, and supervise operations as the primary technical lead for CSM and Now Assist.