ServiceNow CSM – Now Assist Engineer

🕒 4 days ago

⚜️ Louisiana – Remote

⚜️ Louisiana – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🔧 ServiceNow

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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

• 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 • 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 • 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 • 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

🎯 Requirements

• Bachelors and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree • 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

🏖️ Benefits

• Health insurance • Annual revenues of approximately $7.3 billion • Remote work opportunities