ServiceNow Developer

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