Senior ServiceNow CSM – Now Assist Engineer

SAIC

Senior ServiceNow CSM engineer configuring Now Assist AI capabilities for SAIC, a defense and mission technology integrator. Supporting governance, integrations, operations, and compliance in federal environments.

Posted 8/6/2026full-timeRemote • Virginia • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in configuring and maintaining ServiceNow Customer Service Management capabilities, including AI-powered features and integrations. Proven ability to support governance, compliance, and operational processes in regulated environments.

Highest-signal resume keywords

ServiceNow Customer Service ManagementAI Governance FrameworksServiceNow Certified System AdministratorSecret ClearanceServiceNow AI Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementService OperationsKnowledge ManagementRequest ManagementDigital EngagementREST APIsIntegration HubAI Performance MonitoringChange ManagementTroubleshooting

Tools & Technologies

ServiceNowNow AssistVirtual AgentDashboardsWorkflows

Certifications & Qualifications

ServiceNow Certified System Administrator

Industry Keywords

DoDFederalGCC HighIL4IL5IL6AI Ethical PrinciplesData ProtectionComplianceOperational Oversight

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Configure, maintain, and support ServiceNow Customer Service Management capabilities, including Case Management, Service Operations, Knowledge Management, Customer Portals and Experience Components, Request and Entitlement Management, and 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
Support 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, and AI performance monitoring
Participate in testing, validation, and sustainment activities for AI-enabled capabilities
Follow established governance and security processes for Now Assist and Generative AI capabilities
Support responsible AI, data classification and handling, user access controls, change and release management, and audit and compliance activities
Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Support day-to-day ServiceNow CSM and Now Assist operations
Monitor application health, performance, and AI feature effectiveness
Troubleshoot and resolve availability, access control, AI capability, integration, knowledge, and search performance issues
Support upgrades, patching, release management, and backup and recovery activities
Maintain operational documentation, workflows, and standard operating procedures

Requirements

What you’ll need

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

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account SAIC Website LinkedIn All Job Openings 10,000+ employees Founded 1969 ☁️ SaaS 📣 Marketing 🏢 Enterprise 🔥 Funding within the last year 💰 $500M Post-IPO Debt - SAIC on 2025-09 SaaS
Marketing
Enterprise SAIC is represented in the supplied content by marketing and product copy that matches Bitly — a cloud-based link management and QR-code platform. The material describes a SaaS offering for URL shortening, dynamic QR Codes, link analytics, mobile-friendly landing pages, branded links, UTM campaign tracking, digital business cards, developer APIs and AI-enhanced features. It targets marketers, developers, and enterprises across industries (retail, CPG, hospitality, media, healthcare, finance, education) and emphasizes integrations, analytics, and enterprise-grade capabilities. Note: the provided text appears to be Bitly’s website content rather than information about SAIC; if you intended the defense/technology firm SAIC (Science Applications International Corporation), please provide relevant content. Senior ServiceNow CSM – Now Assist Engineer 🔥 29 minutes ago ⚔️ Virginia – Remote ⏰ Full Time 🟠 Senior 🔧 ServiceNow Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Configure, maintain, and support ServiceNow Customer Service Management capabilities, including Case Management, Service Operations, Knowledge Management, Customer Portals and Experience Components, Request and Entitlement Management, and 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
Support 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, and AI performance monitoring
Participate in testing, validation, and sustainment activities for AI-enabled capabilities
Follow established governance and security processes for Now Assist and Generative AI capabilities
Support responsible AI, data classification and handling, user access controls, change and release management, and audit and compliance activities
Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements
Support day-to-day ServiceNow CSM and Now Assist operations
Monitor application health, performance, and AI feature effectiveness
Troubleshoot and resolve availability, access control, AI capability, integration, knowledge, and search performance issues
Support upgrades, patching, release management, and backup and recovery activities
Maintain operational documentation, workflows, and standard operating procedures 🎯 Requirements
Bachelor's degree and 9+ years of industry experience
Minimum 2 years of ServiceNow experience
Minimum of a Secret clearance 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
Familiarity with AI governance and operational oversight processes
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