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, including Case Management, Service Operations, Knowledge Management, Customer Portals and Experience Components, Request and Entitlement Management, along with Digital Engagement and Self-Service capabilities.

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

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

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

• Support the implementation and configuration of ServiceNow Now Assist capabilities for CSM and associated business functions.

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

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

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

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

• 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 align with Government regulations.

• Facilitate daily operations for ServiceNow CSM and Now Assist.

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

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

• Provide support for upgrades, patching, release management, and backup and recovery processes.

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

⛳️ Requirements

• Bachelor's degree and over 9 years of industry experience.

• At least 2 years of experience with ServiceNow.

• Secret clearance minimum requirement.

• ServiceNow Certified System Administrator (CSA) certification.

• Experience in implementing ServiceNow AI or Now Assist.

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

• Background in supporting ServiceNow within DoD, Federal, GCC High, IL4, or IL5/IL6 settings.

• Understanding of DoD AI Ethical Principles.

• Knowledge of AI governance and operational oversight processes.

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

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive work environment.

• Flexible work schedules and remote work options available.