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
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
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.