Senior ServiceNow CSM – Now Assist Engineer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Configure, maintain, and provide support for ServiceNow Customer Service Management (CSM) functionalities, which include case management, service operations, knowledge management, customer portals and experience components, request and entitlement management, as well as digital engagement and self-service features.

• Assist in enhancing customer and mission support workflows to facilitate improved case resolution and service delivery.

• Develop and manage service catalogs, workflows, dashboards, reports, and automation tools that support customer-facing operations.

• Help configure integrations between ServiceNow CSM and enterprise systems utilizing REST APIs and Integration Hub.

• Aid in the implementation and configuration of ServiceNow Now Assist capabilities that support CSM and related business processes.

• Configure and sustain AI-driven features such as case summarization, recommended responses, knowledge generation, search enhancement, conversational experiences, and Virtual Agent improvements.

• Assist with AI operational processes concerning access controls, data protection and privacy, human review and approval processes, as well as AI performance monitoring.

• Engage in testing, validation, and ongoing maintenance activities for AI-enabled capabilities.

• Adhere to established governance and security protocols for Now Assist and Generative AI functionalities.

• Support responsible AI practices, including data classification and management, user access controls, change and release management, and audit and compliance activities.

• Collaborate with security personnel, including ISSO/ISSM staff, to ensure AI functionalities meet Government standards.

• Assist in the daily operations of ServiceNow CSM and Now Assist.

• Monitor the health, performance, and effectiveness of AI features within the application.

• Troubleshoot and resolve issues related to availability, access control, AI capabilities, integration, knowledge, and search performance.

• Support activities related to upgrades, patching, release management, and backup and recovery.

• Maintain operational documentation, workflows, and standard operating procedures.

⛳️ Requirements

• A bachelor's degree along with 9+ years of relevant industry experience.

• At least 2 years of experience with ServiceNow.

• IAT Level II certification is mandatory.

• A minimum of a Secret clearance is required.

• ServiceNow Certified System Administrator (CSA).

• Experience in implementing ServiceNow AI or Now Assist functionalities.

• Proven experience in establishing AI governance frameworks within regulated environments.

• Experience in supporting ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 environments.

• Knowledge of DoD AI Ethical Principles.

• Familiarity with AI governance and operational oversight procedures.

• Experience with large-scale ServiceNow CSM and AI implementations for enterprise customers.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement plan options with company matching.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options.