SAIC
VA
Description Responsibilities: Customer Service Management (CSM) 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 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 Now Assist Implementation and AI Enablement Support the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions Configure and maintain AI-powered features including: Case summarization...