**Description**

**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 maintai...