ServiceNow Developer

SAIC; Louisiana; Remote; USD 120,000 - 160,000; Full time

Job summary

SAIC in United States is seeking a Senior ServiceNow CSM/Now Assist specialist to lead design, configuration, and integration efforts for customer service management capabilities.

The role focuses on implementing AI-powered features, governance, and compliance for DoD/government environments, with a secret clearance requirement and potential for remote work. You will partner with ISSO/ISSM and ensure RMF 2.0 alignment, while delivering reliable operations and performance improvements.

Qualifications

• Minimum 9+ years in IT with relevant domain experience.
• Active Secret clearance required.
• CSA certification for ServiceNow.
• Experience with ServiceNow AI or Now Assist implementations.
• Experience establishing AI governance in regulated environments.
• Experience with DoD/Federal GCC High IL4/IL5/IL6 environments.
• Familiarity with DoD AI Ethical Principles and governance processes.
• Experience deploying large-scale ServiceNow CSM and AI for enterprise customers.

Responsibilities

• Lead design and configuration of ServiceNow CSM and Now Assist.
• Develop AI features like case summaries, recommended responses, knowledge generation.
• Create governance for AI usage, data privacy, and access controls.
• Support security/compliance requirements and DoD alignment.
• Maintain operation docs, runbooks, and performance dashboards.

Skills

CSA certification

Now/CSM implementation

AI governance

DoD/Federal experience

Education

Bachelor's degree or equivalent

Secret clearance

Tools

ServiceNow

IntegrationHub REST APIs

AI tooling platforms

Job description

Job ID 2617767

Location

Remote Work, LA, US

Date Posted

2026-10-08

Category

Information Technology

Subcategory

Platform Engr

Schedule

Full-Time

Shift

Day Job

Travel

No

Minimum Clearance Required

Interim_Secret

Clearance Level Must Be Able to Obtain

Secret

Potential for Remote Work

ORA_REMOTE

Responsibilities

• Customer Service Management (CSM)
• Design, configure, and maintain 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
• Design customer and mission support workflows that improve case resolution, service visibility, and customer experience
• Develop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations
• Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware solutions

Now Assist Implementation and AI Enablement

• Lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
• Configure AI-powered features including
  • Case summarization
  • Recommended responses
  • Knowledge generation
  • Search augmentation
  • Conversational experiences and Virtual Agent enhancements
• Develop AI operational procedures governing
  • Model usage and access controls
  • Prompt and output governance
  • Data protection and privacy controls
  • Human review and approval processes
  • AI performance monitoring and auditing
• Support AI capability testing, validation, and accreditation activities in accordance with Government security and compliance requirements

AI Governance and Compliance

• Establish and maintain governance processes for Now Assist and Generative AI capabilities, including
  • Responsible AI practices
  • Data classification and handling
  • Auditability and traceability
  • User access and role-based controls
  • AI risk assessments
  • Change and release management for AI-enabled features
• Collaborate with ISSO/ISSM personnel to ensure AI implementations align with
  • RMF 2.0 requirements
  • DoD cybersecurity guidance
  • Data protection and privacy policies
  • Government-approved AI governance frameworks

Operations and Maintenance (O&M)

• Serve as a primary technical lead for ServiceNow CSM and Now Assist operations
• Monitor application health, performance, and AI feature effectiveness
• Troubleshoot and remediate
  • Availability issues
  • Access control issues
  • AI capability failures
  • Integration issues
  • Knowledge and search performance issues
• Support upgrades, patching, release management, backup and recovery activities
• Develop and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts

Qualifications

Required Qualifications

• Bachelors and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree
• 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.