Senior ServiceNow CSM - Now Assist Engineer

Job ID: 2617025

Location: Remote Work, VA, US

Date Posted: 2026-09-18

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)

• 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

Qualifications


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

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .