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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and configuring ServiceNow Customer Service Management capabilities, including AI-powered features and governance processes. Proven ability to lead implementations, support operational documentation, and ensure compliance with government security requirements.
Highest-signal resume keywords
ServiceNow Customer Service ManagementAI Governance FrameworksServiceNow Certified System AdministratorDoD Cybersecurity ComplianceAI Operational Oversight
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Design, configure, and maintain ServiceNow Customer Service Management capabilities
- Design customer and mission support workflows to improve case resolution, service visibility, and customer experience
- Develop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations
- Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware solutions
- Lead implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
- Configure AI-powered features including case summarization, recommended responses, knowledge generation, search augmentation, conversational experiences, and Virtual Agent enhancements
- Develop AI operational procedures for model usage, access controls, prompt and output governance, data protection, human review, and performance monitoring
- Support AI capability testing, validation, and accreditation activities in accordance with Government security and compliance requirements
- Establish and maintain governance processes for Now Assist and Generative AI capabilities
- Collaborate with ISSO/ISSM personnel to align AI implementations with RMF 2.0, DoD cybersecurity guidance, data protection policies, and approved AI governance frameworks
- Serve as primary technical lead for ServiceNow CSM and Now Assist operations
- Monitor application health, performance, and AI feature effectiveness
- Troubleshoot and remediate availability, access control, AI capability, integration, knowledge, and search performance issues
- Support upgrades, patching, release management, backup, and recovery activities
- Develop and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts
Requirements
What you’ll need- Bachelor's degree and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree
- Minimum of a Secret clearance 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
- Familiarity with AI governance and operational oversight processes
- Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow ConfigurationREST API IntegrationWorkflow DevelopmentAutomation ImplementationAI Feature ConfigurationPerformance MonitoringTroubleshootingOperational DocumentationGovernance ProcessesCase Resolution Improvement
Soft Skills
CollaborationLeadershipProblem-SolvingCommunicationTechnical Guidance
Tools & Technologies
ServiceNowIntegration HubVirtual AgentDashboardsReports
Certifications & Qualifications
ServiceNow Certified System AdministratorSecret Clearance
Industry Keywords
DoDFederalGCC HighIL4IL5IL6AI Ethical PrinciplesRegulated EnvironmentsEnterprise CustomersCase Management