ServiceNow Developer

We are seeking an experienced ServiceNow CSM and Now Assist AI Implementation Lead to implement, configure, and maintain ServiceNow Customer Service Management (CSM) and AI-powered capabilities in secure, regulated environments.

Primary Responsibilities

• Design, configure, and maintain ServiceNow CSM, including Case Management, Knowledge Management, customer portals, service catalogs, and self-service workflows.
• Implement ServiceNow Now Assist and Generative AI capabilities, including case summarization, recommended responses, knowledge generation, AI-powered search, and Virtual Agent enhancements.
• Establish AI governance processes covering data protection, access controls, responsible AI, auditability, risk assessments, and human oversight.
• Integrate ServiceNow with enterprise systems using REST APIs, Integration Hub, and approved middleware.
• Manage platform operations, troubleshooting, upgrades, patching, performance monitoring, and release management.
• Ensure compliance with DoD cybersecurity requirements, RMF, and applicable government AI governance policies.
• Maintain technical documentation, SOPs, architecture diagrams, and governance artifacts.

Required Qualifications

• 9+ years of industry experience; relevant experience may substitute for a bachelor's degree.
• ServiceNow Certified System Administrator (CSA) certification.
• Hands-on experience implementing ServiceNow CSM and Now Assist or related ServiceNow AI capabilities.
• Experience establishing AI governance frameworks in regulated environments.
• Experience supporting ServiceNow in DoD, federal, GCC High, IL4, IL5, or IL6 environments.
• Familiarity with DoD AI Ethical Principles, RMF, cybersecurity compliance, and responsible AI practices.
• Strong troubleshooting, integration, communication, and technical documentation skills.
• Minimum Interim Secret clearance required, with the ability to obtain Secret clearance.

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