System Administrator Principal

SAIC; South Carolina; Remote; USD 120,000 - 160,000; Full time

Job summary

SAIC is seeking an experienced ServiceNow CSM and Now Assist specialist to design and maintain the Customer Service Management suite, including case management, knowledge, and portals. You will implement AI-powered features, governance, and integrations with enterprise systems to improve service delivery while ensuring compliance.

The role requires DoD/federal experience, CSA certification, and an active Secret clearance, with a focus on governance, data protection, and performance monitoring

Qualifications

• Bachelor's degree required; 9+ years of industry experience may substitute.
• Active Secret clearance required for DoD and federal work.
• CSA certification and ServiceNow AI/Now Assist implementation experience.
• Experience establishing AI governance in regulated environments.
• Familiarity with DoD AI ethics and governance frameworks.
• Experience with large-scale ServiceNow CSM deployments for enterprise clients.

Responsibilities

• Design, configure, and maintain ServiceNow CSM capabilities including case management and knowledge management.
• Lead Now Assist implementation and AI features such as summarization and autonomous responses.
• Develop AI governance procedures, data protection controls, and audit readiness.
• Monitor health, performance, upgrades, and integration issues; ensure service reliability.
• Collaborate with ISSO/ISSM and compliance teams for RMF 2.0 alignment.

Skills

Secret clearance

DoD/Federal experience

AI governance experience

Large-scale ServiceNow deployments

Education

Bachelor's degree or equivalent

Tools

ServiceNow CSA

ServiceNow AI / Now Assist

Job description

Job ID 2618128

Location Remote Work, SC, US

Date Posted 2026-10-19

Category Information Technology

Subcategory Sys Administrator

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

Description

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.