SAIC
DC
Description 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 Now Assist Implementation and AI Enablement Lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions Configure AI-powered features including: Case summarization...