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.
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. SAIC is an Equal Opportunity Employer. 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.