Job ID: 2614195
Location: Remote Work, DC, US
Date Posted: 2026-07-01
Category: Information Technology
Subcategory: Platform Engr
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim_Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: ORA_REMOTE
Description
Responsibilities:
Customer Service Management (CSM)
-
Design, configure, and maintain 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
-
Design customer and mission support workflows that improve case resolution, service visibility, and customer experience
-
Develop and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations
-
Configure integrations between ServiceNow CSM and enterprise systems using REST APIs, Integration Hub, and approved middleware solutions
Now Assist Implementation and AI Enablement
-
Lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions
-
Configure AI-powered features including:
-
Case summarization
-
Recommended responses
-
Knowledge generation
-
Search augmentation
-
Conversational experiences and Virtual Agent enhancements
-
Develop AI operational procedures governing:
-
Model usage and access controls
-
Prompt and output governance
-
Data protection and privacy controls
-
Human review and approval processes
-
AI performance monitoring and auditing
-
Support AI capability testing, validation, and accreditation activities in accordance with Government security and compliance requirements
AI Governance and Compliance
-
Establish and maintain governance processes for Now Assist and Generative AI capabilities, including:
-
Responsible AI practices
-
Data classification and handling
-
Auditability and traceability
-
User access and role-based controls
-
AI risk assessments
-
Change and release management for AI-enabled features
-
Collaborate with ISSO/ISSM personnel to ensure AI implementations align with:
-
RMF 2.0 requirements
-
DoD cybersecurity guidance
-
Data protection and privacy policies
-
Government-approved AI governance frameworks
Operations and Maintenance (O&M)
-
Serve as a primary technical lead for ServiceNow CSM and Now Assist operations
-
Monitor application health, performance, and AI feature effectiveness
-
Troubleshoot and remediate:
-
Availability issues
-
Access control issues
-
AI capability failures
-
Integration issues
-
Knowledge and search performance issues
-
Support upgrades, patching, release management, backup and recovery activities
-
Develop and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts
Qualifications
Required Qualifications:
-
Bachelors and 14+ years of industry 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
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
