ServiceNow CSM - Now Assist Engineer

Responsibilities

• Configure, maintain, and support ServiceNow Customer Service Management (CSM) capabilities.
• Develop and maintain service catalogs, workflows, dashboards, reports, and automations supporting customer-facing operations.
• Aid in configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub.
• Support the implementation and configuration of Now Assist capabilities supporting CSM and related business functions.
• Configure and maintain AI-powered features including Case summarization, Recommended responses, Knowledge generation, Search augmentation, Conversational experiences, and Virtual Agent enhancements.
• Operate and monitor application health, performance, and AI feature effectiveness.
• Support upgrades, patching, release management, and backup and recovery activities.

Qualifications

• Bachelor's degree and 14+ years of industry experience.
• Minimum 2 years of ServiceNow experience.
• Minimum 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 and AI governance and operational oversight processes.
• Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers.

Pay

Target salary range: $120,001 - $160,000.