Senior ServiceNow CSM – Now Assist Engineer

SAIC

. 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, and digital engagement and self-service capabilities .

Posted 9/18/2026full-timeRemote • Virginia • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in configuring and maintaining ServiceNow Customer Service Management capabilities, including AI-powered features and integrations. Proficient in establishing AI governance frameworks and ensuring compliance with security and operational standards in regulated environments.

Highest-signal resume keywords

ServiceNow Customer Service Management (CSM)AI Governance FrameworksServiceNow Certified System Administrator (CSA)IAT Level II CertificationSecret Clearance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ServiceNow ConfigurationREST APIsIntegration HubCase ManagementKnowledge ManagementService OperationsWorkflow DevelopmentAI Feature ConfigurationTroubleshootingPerformance Monitoring

Tools & Technologies

ServiceNowNow AssistVirtual AgentDashboardsReportsAutomations

Certifications & Qualifications

IAT Level II CertificationServiceNow Certified System Administrator (CSA)

Industry Keywords

DoDFederalGCC HighIL4IL5IL6AI Ethical PrinciplesData ProtectionComplianceChange Management

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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, and 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
Support 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, and AI performance monitoring
Participate in testing, validation, and sustainment activities for AI-enabled capabilities
Follow established governance and security processes for Now Assist and Generative AI capabilities
Support responsible AI practices, data classification and handling, user access controls, change and release management, and audit and compliance activities
Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Support day-to-day ServiceNow CSM and Now Assist operations
Monitor application health, performance, and AI feature effectiveness
Troubleshoot and resolve availability, access control, AI capability, integration, knowledge, and search performance issues
Support upgrades, patching, release management, and backup and recovery activities
Maintain operational documentation, workflows, and standard operating procedures

Requirements

What you’ll need

Bachelor's degree 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
Familiarity with AI governance and operational oversight processes
Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers