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 • HR Tech • Information Technology • Software • Business Intelligence
Executive sales leader responsible for developing and executing Qualtrics’ US healthcare go-to-market strategy, driving enterprise SaaS revenue growth, expanding health system, payer, and life sciences relationships, and leading a 150+ person sales organization. The role oversees complex multi-buyer sales cycles, partner ecosystems, forecasting, pipeline rigor, executive negotiations, talent development, and cross-functional collaboration to shape healthcare product strategy and increase platform adoption.
Top Skills:
CahpsHcahpsHipaaHitechQualtrics Experience Management (Xm) PlatformSaaS
Cloud • Fintech • Food • Information Technology • Software • Hospitality
Designs and scales global manager enablement, onboarding, leadership development, coaching, and performance programs across Customer Care and Customer Success. The role establishes coaching standards, partners with senior stakeholders, develops AI-powered training and simulation tools, supports organizational and process change adoption, and measures learning impact against operational and commercial KPIs using analytics and AI. It serves as a global center of excellence for manager effectiveness and scalable talent development.
Top Skills:
Ai Coaching ToolsAi Platform AssistantsCRMData Analytics DashboardsLarge Language Models (Llms)LmsSalesforce
Healthtech • Pet
Manages cross-functional projects connecting Product, Engineering, Customer Success, Operations, and veterinary customers. Advises on clinic workflows, coordinates strategic initiatives and product launches, manages external partnerships, tracks timelines and dependencies, maintains documentation, and represents the customer perspective. Requires veterinary clinic operations experience, project coordination skills, strong communication, organization, and stakeholder management. The role is fully remote within the USA and supports software products for veterinary organizations.
Top Skills:
Ecommerce PlatformsProcurement MarketplacesVeterinary Practice Management Systems
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
