Senior ServiceNow CSM – Now Assist Engineer

🕒 August 6

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟠 Senior

🔧 ServiceNow

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SAIC

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

☁️ SaaS

📣 Marketing

🏢 Enterprise

🔥 Funding within the last year

💰 $500M Post-IPO Debt - SAIC on 2025-09

SaaS • Marketing • Enterprise

SAIC is represented in the supplied content by marketing and product copy that matches Bitly — a cloud-based link management and QR-code platform. The material describes a SaaS offering for URL shortening, dynamic QR Codes, link analytics, mobile-friendly landing pages, branded links, UTM campaign tracking, digital business cards, developer APIs and AI-enhanced features. It targets marketers, developers, and enterprises across industries (retail, CPG, hospitality, media, healthcare, finance, education) and emphasizes integrations, analytics, and enterprise-grade capabilities. Note: the provided text appears to be Bitly’s website content rather than information about SAIC; if you intended the defense/technology firm SAIC (Science Applications International Corporation), please provide relevant content.

📋 Description

• Configure, maintain, and support ServiceNow Customer Service Management capabilities, including Case Management, Service Operations, Knowledge Management, Customer Portals and Experience Components, Request and Entitlement Management, and 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 • Support 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, and 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 responsible AI, data classification and handling, user access controls, change and release management, and audit and compliance activities • Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements • Support day-to-day ServiceNow CSM and Now Assist operations • Monitor application health, performance, and AI feature effectiveness • Troubleshoot and resolve availability, access control, AI capability, integration, knowledge, and search performance issues • Support upgrades, patching, release management, and backup and recovery activities • Maintain operational documentation, workflows, and standard operating procedures

🎯 Requirements

• Bachelor's degree and 9+ years of industry experience • Minimum 2 years of ServiceNow experience • Minimum of a Secret clearance 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 • Familiarity with AI governance and operational oversight processes • Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers