Job Description
Description
Responsibilities:
Customer Service Management (CSM)
Qualifications
Required Qualifications:
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Responsibilities:
Customer Service Management (CSM)
- Design, configure, and maintain 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
- Design customer and mission support workflows that 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 the 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 governing:
- Model usage and access controls
- Prompt and output governance
- Data protection and privacy controls
- Human review and approval processes
- AI performance monitoring and auditing
- 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, including:
- Responsible AI practices
- Data classification and handling
- Auditability and traceability
- User access and role-based controls
- AI risk assessments
- Change and release management for AI-enabled features
- Collaborate with ISSO/ISSM personnel to ensure AI implementations align with:
- RMF 2.0 requirements
- DoD cybersecurity guidance
- Data protection and privacy policies
- Government-approved AI governance frameworks
- Serve as a primary technical lead for ServiceNow CSM and Now Assist operations
- Monitor application health, performance, and AI feature effectiveness
- Troubleshoot and remediate:
- Availability issues
- Access control issues
- AI capability failures
- Integration issues
- 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
Qualifications
Required Qualifications:
- Bachelors and 14+ years of industry experience
- 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
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
About SAIC
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. 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.