ServiceNow Developer

Job ID: 2617767
Location: Remote Work, LA, US
Date Posted: 2026-10-08
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 9+ years of industry experience; relevant years of experience may be accepted in lieu of degree
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
Yes