Configure and support ServiceNow CSM and Now Assist capabilities, including case management, portals, workflows, integrations, AI-powered features, governance, security, monitoring, troubleshooting, upgrades, and operational documentation. The role supports regulated government environments and coordinates with security personnel to ensure responsible AI practices, access controls, data protection, compliance, and mission support requirements.
Responsibilities:
Customer Service Management (CSM)
- Configure, maintain, and support 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
- Support customer and mission support workflows that improve case resolution and service delivery
- Develop and maintain service catalogs, workflows, dashboards, reports, and automations supporting customer-facing operations
- Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub
Now Assist Implementation and AI Enablement
- Support the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
- Configure and maintain AI-powered features including:
- Case summarization
- Recommended responses
- Knowledge generation
- Search augmentation
- Conversational experiences and Virtual Agent enhancements
- Assist with AI operational processes related to:
- Access controls
- Data protection and privacy
- Human review and approval processes
- AI performance monitoring
- Participate in testing, validation, and sustainment activities for AI-enabled capabilities
AI Governance and Compliance
- Follow established governance and security processes for Now Assist and Generative AI capabilities
- Support activities related to:
- Responsible AI practices
- Data classification and handling
- User access controls
- Change and release management
- Audit and compliance activities
- Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Operations and Maintenance (O&M)
- Support day-to-day ServiceNow CSM and Now Assist operations
- Monitor application health, performance, and AI feature effectiveness
- Troubleshoot and resolve:
- Availability issues
- Access control issues
- AI capability issues
- Integration issues
- Knowledge and search performance issues
- Support upgrades, patching, release management, and backup and recovery activities
- Maintain operational documentation, workflows, and standard operating procedures
Required Qualifications:
- Bachelors and 9+ years of industry experience
- Minimum 2 years of ServiceNow experience
- IAT Level II certification is required
- 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
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Similar Jobs
Automotive • Professional Services • Software • Consulting • Energy • Chemical • Renewable Energy
Manages large, complex programs across multiple projects and teams, overseeing governance, budgets, risks, resources, suppliers, communications, and stakeholder relationships. Leads cross-functional teams, coordinates project interdependencies, develops business cases and financial measures, and drives process improvements. Evaluates AI, automation, and digital technologies to improve productivity and decision-making. The role requires extensive project management experience, strategic planning, organizational change management, and executive-level communication.
Top Skills:
AgileArtificial IntelligencePmp
Automotive • Professional Services • Software • Consulting • Energy • Chemical • Renewable Energy
Supports AI safety, robotics, cybersecurity, Physical AI, and advanced mobility projects. Conducts research on standards, regulations, and emerging technologies; assists with safety assurance and consulting activities; develops reports, presentations, workshops, and client deliverables; and contributes to AI safety, cybersecurity, robotics, and technology capabilities.
Top Skills:
Ai/Ml FrameworksGitGitlabMatlab/SimulinkPythonRobotics Tools
Machine Learning • Payments • Security • Software • Financial Services
Leads enterprise adoption of tokenization and data protection services. Develops adoption strategies, prioritizes implementation opportunities, advises application and business teams, governs onboarding and readiness, manages risks, communicates with executives, and tracks KPIs, KRIs, coverage, and sensitive-data reduction. The role supports cybersecurity transformation, regulatory compliance, application security, cryptographic strategy, and scalable data protection across a complex financial-services environment.
Top Skills:
Access ControlApplication SecurityCryptographic TechnologiesData Loss PreventionData Privacy RegulationsEncryptionNetwork SecurityPci DssTokenization
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
