Senior ServiceNow CSM - Now Assist Engineer

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