ServiceNow CSM - Now Assist Engineer

Responsibilities

• 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.
• Aid with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub.
• Assist with implementing and configuring 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.
• Support AI operational processes related to Access controls, Data protection and privacy, Human review and approval processes, and AI performance monitoring.
• Participate in testing, validation, and sustainment activities for AI-enabled capabilities.
• Support day-to-day ServiceNow CSM and Now Assist operations.
• Monitor application health, performance, and AI feature effectiveness.
• Resolve availability issues, access control issues, AI capability issues, integration issues, knowledge and search performance issues.
• Support upgrades, patching, release management, and backup and recovery activities.
• Maintain operational documentation, workflows, and standard operating procedures.

Qualifications

• Bachelor's degree and 9+ years of industry experience.
• Minimum 2 years of ServiceNow 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 and AI governance and operational oversight processes.
• Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers.