Configure and support ServiceNow CSM capabilities, customer workflows, integrations, catalogs, dashboards, and automations. Implement and sustain Now Assist AI features such as case summarization, recommended responses, knowledge generation, search augmentation, and Virtual Agent enhancements. Support AI governance, privacy, access controls, monitoring, testing, compliance, upgrades, troubleshooting, and operations in regulated federal and DoD environments.
Responsibilities:
Customer Service Management (CSM)
- 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
- Assist with configuring integrations between ServiceNow CSM and enterprise systems using REST APIs and Integration Hub
Now Assist Implementation and AI Enablement
- Support the implementation and configuration of ServiceNow 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
- Assist with AI operational processes related to:
- Access controls
- Data protection and privacy
- Human review and approval processes
- AI performance monitoring
- Participate in testing, validation, and sustainment activities for AI-enabled capabilities
AI Governance and Compliance
- Follow established governance and security processes for Now Assist and Generative AI capabilities
- Support activities related to:
- Responsible AI practices
- Data classification and handling
- User access controls
- Change and release management
- Audit and compliance activities
- Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Operations and Maintenance (O&M)
- Support day-to-day ServiceNow CSM and Now Assist operations
- Monitor application health, performance, and AI feature effectiveness
- Troubleshoot and 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
Required Qualifications:
- Bachelors 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
- AI governance and operational oversight processes
- Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Similar Jobs
Artificial Intelligence • Machine Learning • Natural Language Processing • Software • Conversational AI
Build AI-powered workflows, agents, integrations, and internal tools that automate People Operations. Partner with People, Engineering, and IT to modernize onboarding and other employee processes, while implementing secure access controls, human oversight, escalation paths, and production-ready architectures. Prototype with users, iterate quickly, and measure improvements in efficiency, employee experience, and operational consistency.
Top Skills:
AIAi AgentsAPIsHrisInternal ToolsSlackWorkflow Automation
Artificial Intelligence • Consumer Web • Edtech • Enterprise Web • HR Tech • Social Impact • Generative AI
Provides operational support to Udemy Business customers by managing licenses, configurations, learning paths, catalog recommendations, reporting, support requests, and platform adoption activities. The role serves as a knowledgeable partner to customer administrators, facilitates training and webinars, coordinates requests across accounts, identifies improvement opportunities, and escalates issues to appropriate internal teams.
Top Skills:
Udemy Business Platform
Security • Software • Cybersecurity • Automation
Own the full-cycle commercial sales process from prospecting through closing, generate and manage pipeline, conduct consultative discovery, present tailored software solutions, and exceed revenue targets. Develop territory and account strategies, engage senior stakeholders, forecast accurately, and collaborate cross-functionally to advance deals. The role requires strong B2B SaaS closing experience, self-sourced pipeline generation, sales methodology expertise, and the ability to sell to security, compliance, risk, or technical buyers.
Top Skills:
B2B SaasMeddiccMeddpiccSpiced
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
