System Administrator Principal

Job ID 2618128 Location Remote Work, SC, US Date Posted 2026-10-19 Category Information Technology Subcategory Sys Administrator Schedule Full-Time Shift Day Job Travel No Minimum Clearance Required Interim_Secret Clearance Level Must Be Able to Obtain Secret Potential for Remote Work ORA_REMOTE Description Responsibilities Customer Service Management (CSM) Design, configure, and maintain ServiceNow Customer Service Management (CSM) capabilities, includingCase ManagementService OperationsKnowledge ManagementCustomer Portals and Experience ComponentsRequest and Entitlement ManagementDigital Engagement and Self-Service capabilitiesDesign customer and mission support workflows that improve case resolution, service visibility, and customer experienceDevelop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operationsConfigure 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 functionsConfigure AI-powered features includingCase summarizationRecommended responsesKnowledge generationSearch augmentationConversational experiences and Virtual Agent enhancementsDevelop AI operational procedures governingModel usage and access controlsPrompt and output governanceData protection and privacy controlsHuman review and approval processesAI performance monitoring and auditingSupport AI capability testing, validation, and accreditation activities in accordance with Government security and compliance requirements AI Governance and Compliance Establish and maintain governance processes for Now Assist and Generative AI capabilities, includingResponsible AI practicesData classification and handlingAuditability and traceabilityUser access and role-based controlsAI risk assessmentsChange and release management for AI-enabled featuresCollaborate with ISSO/ISSM personnel to ensure AI implementations align withRMF 2.0 requirementsDoD cybersecurity guidanceData protection and privacy policiesGovernment-approved AI governance frameworks Operations and Maintenance (O&M) Serve as a primary technical lead for ServiceNow CSM and Now Assist operationsMonitor application health, performance, and AI feature effectivenessTroubleshoot and remediateAvailability issuesAccess control issuesAI capability failuresIntegration issuesKnowledge and search performance issuesSupport upgrades, patching, release management, backup and recovery activitiesDevelop and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts Qualifications Required Qualifications Bachelors and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degreeA Minimum of a Secret clearance is requiredServiceNow Certified System Administrator (CSA)ServiceNow AI or Now Assist implementation experienceExperience establishing AI governance frameworks in regulated environmentsExperience supporting ServiceNow in DoD, Federal, GCC High, IL4, or IL5/IL6 environmentsFamiliarity withDoD AI Ethical PrinciplesAI governance and operational oversight processesExperience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers Target salary range $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.