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Job ID 2617025
Location Remote Work, VA, US
Date Posted 2026-09-18
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)
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
Qualifications
Required Qualifications
Bachelors and 9+ years of industry experience
Minimum 2 years of ServiceNow experience
IAT Level II certification is required
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.
Work arrangement
No
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