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Senior ServiceNow CSM - Now Assist Engineer

Remote in Remote Work, DC, US • Posted 2 hours ago • Updated 2 hours ago

Full Time

On-site

USD $120,001.00 - 160,000.00 per year

SAIC

Fitment

Dice Job Match Score™

⭐ Evaluating experience...

Job Details

Skills

Customer Relationship Management (CRM)
Service Operations
Knowledge Management
Management
Customer Experience
Workflow
Dashboard
Customer Facing
Middleware
Performance Monitoring
Auditing
Testing
Regulatory Compliance
Generative Artificial Intelligence (AI)
Risk Assessment
Collaboration
ISSM
Risk Management Framework
RMF
Cyber Security
Data Security
Privacy
IT Management
Access Control
Release Management
Backup
Recovery
Documentation
Security Clearance
GNU Compiler Collection
DoD
ServiceNow
Artificial Intelligence
Information Technology
Systems Engineering
FOCUS

Summary

Job ID: 2614195

Location: Remote Work, DC, US

Date Posted: 2026-07-01

Category: Information Technology

Subcategory: Platform Engr

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 Quals:

Bachelors and 14+ years of industry experience
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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10111346
Position Id: 2614195
Posted 2 hours ago

Company Info

About SAIC

SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. 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.

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