Configure and support ServiceNow CSM and Now Assist capabilities, including case management, portals, workflows, integrations, AI-powered features, governance, security, monitoring, troubleshooting, upgrades, and operational documentation. The role supports regulated government environments and coordinates with security personnel to ensure responsible AI practices, access controls, data protection, compliance, and mission support requirements.
Responsibilities:
Customer Service Management (CSM)
- Configure, maintain, and support 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
- Support customer and mission support workflows that improve case resolution and service delivery
- Develop and maintain service catalogs, workflows, dashboards, reports, and automations supporting customer-facing operations
- Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub
Now Assist Implementation and AI Enablement
- Support the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
- Configure and maintain AI-powered features including:
- Case summarization
- Recommended responses
- Knowledge generation
- Search augmentation
- Conversational experiences and Virtual Agent enhancements
- Assist with AI operational processes related to:
- Access controls
- Data protection and privacy
- Human review and approval processes
- AI performance monitoring
- Participate in testing, validation, and sustainment activities for AI-enabled capabilities
AI Governance and Compliance
- Follow established governance and security processes for Now Assist and Generative AI capabilities
- Support activities related to:
- Responsible AI practices
- Data classification and handling
- User access controls
- Change and release management
- Audit and compliance activities
- Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Operations and Maintenance (O&M)
- Support day-to-day ServiceNow CSM and Now Assist operations
- Monitor application health, performance, and AI feature effectiveness
- Troubleshoot and resolve:
- Availability issues
- Access control issues
- AI capability issues
- Integration issues
- Knowledge and search performance issues
- Support upgrades, patching, release management, and backup and recovery activities
- Maintain operational documentation, workflows, and standard operating procedures
Required Qualifications:
- Bachelors and 9+ years of industry experience
- Minimum 2 years of ServiceNow experience
- IAT Level II certification is required
- 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
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Spectrum San Diego New York, New York, USA Office
New York, United States
Similar Jobs
Security
Configure and support ServiceNow CSM capabilities, customer workflows, integrations, catalogs, dashboards, and automations. Implement and sustain Now Assist AI features such as case summarization, recommended responses, knowledge generation, search augmentation, and Virtual Agent enhancements. Support AI governance, privacy, access controls, monitoring, testing, compliance, upgrades, troubleshooting, and operations in regulated federal and DoD environments.
Top Skills:
Gcc HighGenerative AiIl4Il5Il6Rest ApisServicenowServicenow Customer Service ManagementServicenow Integration HubServicenow Now AssistVirtual Agent
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Handles inbound calls and warm leads to understand customers’ insurance needs, recommend appropriate coverages, and convert prospects into policyholders. The role includes paid training and Property & Casualty licensing, customer communication, sales closing, and brand representation. Employees work remotely, follow assigned evening and weekend schedules, maintain required home-office and internet standards, and remain in their resident state for at least one year.
Top Skills:
Cable InternetDsl InternetFiber InternetPc
Cloud • Fintech • Software • Business Intelligence • Consulting • Financial Services
Manage tax compliance and advisory work, review tax returns, build client relationships, research tax matters, and mentor staff.
Top Skills:
AccountingCpaTax Compliance
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
