System Administrator Principal

Description

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

Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2618128

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability