ServiceNow CSM & Now Assist Engineer – AI & Gov-Ready

SAIC; Virginia (IL); 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

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.