ServiceNow Developer

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

📋 Description

• Design, configure, and oversee the ServiceNow Customer Service Management functionalities, which encompass Case Management, Service Operations, Knowledge Management, customer portals, request and entitlement management, digital engagement, and self-service.

• Craft customer and mission support workflows.

• Create and sustain service catalogs, workflows, dashboards, reports, and automation processes.

• Configure integrations between ServiceNow CSM and enterprise systems utilizing REST APIs, Integration Hub, and approved middleware.

• Lead the implementation and configuration of ServiceNow Now Assist functionalities.

• Set up AI-driven features such as case summarization, suggested responses, knowledge generation, search enhancement, conversational experiences, and Virtual Agent improvements.

• Develop operational procedures for AI related to model access, prompt and output governance, data protection, human review, monitoring, and auditing.

• Assist in testing, validating, and accrediting AI capabilities in compliance with Government security and regulatory requirements.

• Establish and uphold governance processes for Now Assist and Generative AI, which includes responsible AI practices, data classification, auditability, access controls, risk assessments, and change management.

• Collaborate with ISSO/ISSM personnel to ensure AI implementations align with RMF 2.0, DoD cybersecurity guidance, privacy policies, and authorized AI governance frameworks.

• Act as the primary technical lead for ServiceNow CSM and Now Assist operations.

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

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

• Support upgrades, patching, release management, backup, and recovery efforts.

• Maintain operational documentation, SOPs, architecture diagrams, and governance artifacts.

⛳️ Requirements

• Bachelor's degree and over 9 years of industry experience; relevant experience may be accepted in lieu of a degree.

• A minimum of a Secret clearance is required.

• ServiceNow Certified System Administrator (CSA) certification.

• Experience with ServiceNow AI or Now Assist implementations.

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

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

• Familiarity with DoD AI Ethical Principles.

• Understanding of AI governance and operational oversight processes.

• Experience with large-scale ServiceNow CSM and AI deployments that support enterprise customers.

🏝️ Benefits

• Equal Opportunity Employer