SAIC · Reston, Virginia, US
About the Role
Join SAIC as a ServiceNow CSM and Now Assist Implementation Lead to design, configure, and maintain ServiceNow Customer Service Management (CSM) capabilities. As a key member of our team, you will lead the implementation and configuration of ServiceNow Now Assist capabilities supporting CSM and related business functions.
Responsibilities
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.
Develop AI operational procedures governing model usage and access controls, prompt and output governance, data protection and privacy controls, human review and approval processes, and 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, and change and release management for AI-enabled features.