8 hours ago
Remote, United States or North Charleston, SC, USASenior
Responsibilities
- Design, configure, and maintain ServiceNow Customer Service Management capabilities, including case management, service operations, knowledge management, portals, request and entitlement management, digital engagement, and self-service.
- Develop customer and mission support workflows, service catalogs, dashboards, reports, and automation for customer-facing operations.
- Configure ServiceNow CSM integrations with enterprise systems using REST APIs, Integration Hub, and approved middleware.
- Lead implementation and configuration of ServiceNow Now Assist and AI-powered capabilities.
- Establish AI operational procedures covering model access, prompt and output governance, data protection, human review, monitoring, and auditing.
- Establish governance processes for responsible AI, data classification, auditability, access controls, risk assessments, and AI-enabled change and release management.
- Collaborate with ISSO and ISSM personnel to align implementations with RMF 2.0, DoD cybersecurity guidance, privacy policies, and government AI governance frameworks.
- Serve as the primary technical lead for ServiceNow CSM and Now Assist operations, including monitoring, troubleshooting, upgrades, patching, releases, backup, and recovery.
- Maintain operational documentation, standard operating procedures, architecture diagrams, and governance artifacts.
Requirements
- Bachelor’s degree and at least 9 years of industry experience; relevant experience may be accepted in lieu of the degree.
- Minimum Secret clearance.
- ServiceNow Certified System Administrator certification.
- 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 and AI governance and operational oversight processes.
- Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers.
Categories
About SAIC
SAIC (Science Applications International Corporation) is a government technology integrator delivering systems engineering, enterprise IT, secure cloud, cybersecurity, C5ISR, and data analytics for U.S. defense, space, intelligence, and civilian agencies. It builds and sustains mission IT and digital engineering solutions under multi-year federal contracts and task orders. Founded in 1969, SAIC is headquartered in Reston, Virginia, and is a public company traded on the NYSE under the ticker SAIC.