Description

Responsibilities:

Customer Service Management (CSM)
 

• 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
• Design customer and mission support workflows that improve case resolution, service visibility, and customer experience
• 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

Now 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

AI Governance and Compliance
 

• 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
• Collaborate 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

Operations and Maintenance (O&M)
 

• 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

Required Qualifications:
 

• Bachelors and 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree
• 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

Key Skills

Education

Bachelor's degree