System administrator principal

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