ServiceNow Developer

Veriipro; Los Angeles (CA); In loco; USD 140.000 - 190.000; Tempo pieno

Descrizione del lavoro

Veriipro is seeking an experienced ServiceNow CSM and Now Assist AI Implementation Lead to design, implement, and maintain CSM and AI capabilities in secure, regulated environments.

The role focuses on governing AI, integrating with enterprise systems via REST APIs, and ensuring compliance with DoD RMF. A CSA certification and DoD/Federal experience are preferred for the role.

Competenze

• 9+ years of industry experience; degree may be substituted by experience.
• ServiceNow CSA certification is required.
• Hands-on experience implementing ServiceNow CSM and Now Assist AI capabilities.
• Experience establishing AI governance in regulated environments.
• Experience supporting ServiceNow in DoD/federal environments.
• Familiarity with DoD AI ethics, RMF, and responsible AI practices.
• Strong troubleshooting, integration, and documentation skills.

Mansioni

• Design, configure, and maintain ServiceNow CSM including Case Management and self-service workflows.
• Implement Now Assist and AI capabilities for case summarization and AI-powered search.
• Establish AI governance, data protection, access controls, and human oversight.
• Integrate ServiceNow with enterprise systems via REST APIs and Integration Hub.
• Manage platform operations, upgrades, patching, and performance monitoring.
• Ensure compliance with DoD cybersecurity requirements and governance policies.
• Maintain documentation, SOPs, and architecture diagrams.

Conoscenze

ServiceNow CSM

Now Assist

AI governance

DoD RMF

Cybersecurity

Integration & REST APIs

Clearance management

CSA certification

Formazione

Bachelor's degree or equivalent experience

Strumenti

ServiceNow

Integration Hub

REST APIs

Descrizione del lavoro

We are seeking an experienced ServiceNow CSM and Now Assist AI Implementation Lead to implement, configure, and maintain ServiceNow Customer Service Management (CSM) and AI-powered capabilities in secure, regulated environments.

Primary Responsibilities

• Design, configure, and maintain ServiceNow CSM, including Case Management, Knowledge Management, customer portals, service catalogs, and self-service workflows.
• Implement ServiceNow Now Assist and Generative AI capabilities, including case summarization, recommended responses, knowledge generation, AI-powered search, and Virtual Agent enhancements.
• Establish AI governance processes covering data protection, access controls, responsible AI, auditability, risk assessments, and human oversight.
• Integrate ServiceNow with enterprise systems using REST APIs, Integration Hub, and approved middleware.
• Manage platform operations, troubleshooting, upgrades, patching, performance monitoring, and release management.
• Ensure compliance with DoD cybersecurity requirements, RMF, and applicable government AI governance policies.
• Maintain technical documentation, SOPs, architecture diagrams, and governance artifacts.

Required Qualifications

• 9+ years of industry experience; relevant experience may substitute for a bachelor's degree.
• ServiceNow Certified System Administrator (CSA) certification.
• Hands‑on experience implementing ServiceNow CSM and Now Assist or related ServiceNow AI capabilities.
• Experience establishing AI governance frameworks in regulated environments.
• Experience supporting ServiceNow in DoD, federal, GCC High, IL4, IL5, or IL6 environments.
• Familiarity with DoD AI Ethical Principles, RMF, cybersecurity compliance, and responsible AI practices.
• Strong troubleshooting, integration, communication, and technical documentation skills.
• Minimum Interim Secret clearance required, with the ability to obtain Secret clearance.