ServiceNow CSM - Assist Engineer

Description

• Configure, maintain, and support Service Now 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 Service Now CSM and enterprise systems using REST APIs and Integration Hub

• Support the implementation and configuration of Service Now 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

• 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

• Support day-to-day Service Now 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

• Bachelors and 9+ years of industry experience
• Minimum 2 years of Service Now experience
• A Minimum of a Secret clearance is required
• Service Now Certified System Administrator (CSA)
• Service Now AI or Now Assist implementation experience
• Experience establishing AI governance frameworks in regulated environments
• Experience supporting Service Now 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 Service Now 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.