ServiceNow Developer

SAIC

. Design, configure, and maintain ServiceNow Customer Service Management capabilities, including Case Management, Service Operations, Knowledge Management, customer portals, request and entitlement management, digital engagement, and self-service .

Posted 10/9/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and configuring ServiceNow Customer Service Management capabilities, including AI governance and operational oversight in compliance with government regulations. Proven ability to lead implementations, manage integrations, and support large-scale deployments in DoD and federal environments.

Highest-signal resume keywords

ServiceNow Customer Service ManagementAI Governance FrameworksServiceNow Certified System AdministratorDoD Cybersecurity ComplianceIntegration with REST APIs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementService OperationsKnowledge ManagementWorkflow DevelopmentAutomationAI Operational ProceduresMonitoring and TroubleshootingGovernance ProcessesDigital EngagementSelf-Service Configuration

Tools & Technologies

ServiceNowIntegration HubVirtual AgentREST APIsMiddleware

Certifications & Qualifications

ServiceNow Certified System AdministratorSecret Clearance

Industry Keywords

DoDFederalGCC HighIL4IL5/IL6AI Ethical PrinciplesRMF 2.0Data ProtectionChange ManagementAuditability

Tech Stack

Tools & technologies

Cyber SecurityServiceNow

About the role

Key responsibilities & impact

Design, configure, and maintain ServiceNow Customer Service Management capabilities, including Case Management, Service Operations, Knowledge Management, customer portals, request and entitlement management, digital engagement, and self-service
Design customer and mission support workflows
Develop and maintain service catalogs, workflows, dashboards, reports, and automation
Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware
Lead implementation and configuration of ServiceNow Now Assist capabilities
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 access, prompt and output governance, data protection, human review, monitoring, and auditing
Support AI capability testing, validation, and accreditation in accordance with Government security and compliance requirements
Establish and maintain governance processes for Now Assist and Generative AI, including responsible AI, data classification, auditability, access controls, risk assessments, and change management
Collaborate with ISSO/ISSM personnel to align AI implementations with RMF 2.0, DoD cybersecurity guidance, privacy 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 availability, access control, AI capability, integration, knowledge, and search issues
Support upgrades, patching, release management, backup, and recovery
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

Benefits

Comp & perks

Equal Opportunity Employer