Senior ServiceNow CSM - Now Assist Engineer

Responsibilities

• 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.
• 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.
• 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, 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, Collaboration 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

• Bachelor's degree 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.