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