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
