ServiceNow CSM - Now Assist Engineer

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