Spectrum San Diego

ServiceNow Developer

Posted 20 Hours Ago

Hiring Remotely in SC, USA

Remote

Expert/Leader

Security

The Role

Lead ServiceNow CSM development, operations, integrations, and Now Assist implementation. Configure customer workflows, portals, catalogs, AI features, and enterprise integrations. Establish AI governance, privacy, access, monitoring, and compliance processes aligned with RMF 2.0 and DoD guidance. Troubleshoot platform and AI issues, support releases and upgrades, and maintain operational documentation. The role requires extensive ServiceNow, AI governance, regulated-environment, and federal or DoD deployment experience.

Summary Generated by Built In

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

About UsSAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.

Skills Required

Bachelor’s degree and 9+ years of industry experience; relevant experience may substitute for the degree
Minimum Secret security clearance
ServiceNow Certified System Administrator certification
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
Familiarity with AI governance and operational oversight processes
Experience with large-scale ServiceNow CSM and AI deployments supporting enterprise customers