Note: The job is a remote job and is open to candidates in USA. SAIC is hiring a Principal System Administrator to lead ServiceNow Customer Service Management (CSM) and Now Assist implementation, governance, and operations. The role supports customer-facing workflows and AI capabilities while ensuring security, compliance, and effective ongoing operations in government environments.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- DoD AI Ethical Principles
- AI governance and operational oversight processes
- Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers
Benefits
- Remote work in SC, United States
Company Overview