Senior ServiceNow CSM – Now Assist Engineer

🕒 July 1

⚜️ Louisiana – Remote

⚜️ Louisiana – 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

• 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 • 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 14+ years of industry experience • 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 • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities