ServiceNow CSM - Now Assist Engineer

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

Job summary

SAIC seeks a senior ServiceNow professional to configure, maintain, and optimize CSM and Now Assist capabilities across complex enterprise environments. You will implement AI-enabled features, ensure governance and security compliance, and coordinate with ISSO/ISSM staff to meet federal requirements.

Ideal candidates have 9+ years of industry experience, a Bachelor's degree, and a CSA certification, with hands-on DoD/Federal experience and strong REST/API integrations.

Qualifications

• Bachelor's degree and 9+ years of industry experience.
• Secret clearance 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 and governance processes

Responsibilities

• Configure, maintain, and support ServiceNow CSM capabilities (Case Management, Service Operations, Knowledge Management, Portals).
• Develop and maintain service catalogs, dashboards, reports, and automations for customer-facing operations.
• Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub.
• Support Now Assist implementation for AI-enabled CSM features (case summarization, recommended responses, knowledge generation).
• Participate in testing, validation, and sustainment of AI-enabled capabilities.
• Follow governance, security, data handling, and access control processes for AI features.
• Monitor AI performance and support upgrades, patching, and release management.

Skills

ServiceNow CSM

CSA Certification

Now Assist

REST APIs

Governance & Compliance

DoD environment

Education

Bachelor's degree

ServiceNow CSA Certification

Tools

ServiceNow

Integration Hub

REST APIs

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
• 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.