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 functionalities, which include Case Management, Service Operations, Knowledge Management, Customer Portals and Experience Components, Request and Entitlement Management, along with Digital Engagement and Self-Service features.

• Assist in enhancing customer and mission support workflows aimed at improving case resolution and service delivery.

• Develop and sustain service catalogs, workflows, dashboards, reports, and automation processes that facilitate customer-facing operations.

• Aid in configuring integrations between ServiceNow CSM and enterprise systems utilizing REST APIs and the Integration Hub.

• Provide support for the implementation and configuration of ServiceNow Now Assist features that bolster CSM and associated business functions.

• Configure and oversee AI-powered functionalities, including case summarization, recommended responses, knowledge generation, search enhancement, conversational experiences, and Virtual Agent improvements.

• Assist with AI operational processes related to access controls, data protection and privacy, human review and approval processes, and monitoring AI performance.

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

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

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

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

• Support daily operations of ServiceNow CSM and Now Assist.

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

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

• Assist with upgrades, patching, release management, and backup and recovery tasks.

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

⛳️ Requirements

• Bachelor’s degree along with 9+ years of industry experience.

• A minimum of 2 years of experience with ServiceNow.

• A Secret clearance is required.

• ServiceNow Certified System Administrator (CSA) certification.

• Experience in implementing ServiceNow AI or Now Assist.

• Familiarity with establishing AI governance frameworks in regulated settings.

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

• Understanding of DoD AI Ethical Principles.

• Knowledge of AI governance and operational oversight procedures.

• Experience with extensive ServiceNow CSM and AI deployments catering to enterprise clients.

🏝️ Benefits

• Comprehensive health coverage.

• Retirement plans with company matching.

• Professional development opportunities.

• Flexible work arrangements.

• Generous paid time off and holidays.