Science Applications International·1 month ago
1 month ago
ServiceNow CSM - Now Assist Engineer
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What you'll do
- 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, and 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.
- 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, and conversational experiences and Virtual Agent enhancements.
- Assist with AI operational processes related to access controls, data protection and privacy, human review and approval processes, and AI performance monitoring.
- Participate in testing, validation, and sustainment activities for AI-enabled capabilities.
- 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, and audit and compliance activities.
- Coordinate with security personnel, including ISSO/ISSM staff, to ensure AI capabilities comply with Government requirements.
- Support day-to-day ServiceNow CSM and Now Assist operations.
What they're looking for
- Experience configuring and maintaining ServiceNow Customer Service Management (CSM) capabilities
- Proficiency in developing service catalogs, workflows, dashboards, and reports
- Experience with ServiceNow integrations using REST APIs and Integration Hub
- Experience implementing and configuring ServiceNow Now Assist and AI-powered features
- Knowledge of AI governance, data classification, and security compliance
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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
Company
Science Applications International
Remote Work, VA, United States
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