System Administrator Principal

SAIC; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

SAIC seeks a senior ServiceNow expert to design and implement CSM and Now Assist across DoD and federal environments. You will configure Case Management, service catalogs, dashboards, and AI-powered features to improve case resolution and customer experience.

Lead governance, security, and compliance for AI capabilities, work with ISSO/ISSM on RMF 2.0 and DoD guidance, and ensure reliable operations, performance monitoring, and seamless integrations.

Qualifications

• 9+ years industry experience with ServiceNow CSM/CSM workflows.
• Bachelor's degree required or equivalent experience.
• Secret clearance is required.
• CSA certification and ServiceNow AI/Now Assist experience.
• Experience in regulated DoD environments with AI governance.

Responsibilities

• Design, configure, and maintain ServiceNow CSM capabilities including Case Management.
• Develop and maintain service catalogs, workflows, dashboards, and automation for customer-facing operations.
• Configure integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub.
• Lead implementation and configuration of Now Assist capabilities for CSM and related functions.
• Establish AI governance, data protection, and compliance processes for AI features.

Skills

ServiceNow CSM design/configuration

CSA Certification

AI governance

Education

Bachelor's degree

Tools

REST APIs

Integration Hub

Middleware

DoD security guidelines

Job 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

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