Backend developer Jobs in Escondido, CA

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.