Senior reputed company CSM - Now Assist Engineer
Responsibilities
Customer Service Management (CSM) Design, configure, and maintain reputed company Customer Service Management (CSM) capabilities, including:Case Management Service Operations reputed company 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. reputed company and maintain service catalogs, workflows, dashboards, reports, and automation supporting customer-facing operations. Configure integrations between reputed company CSM and reputed company systems using REST APIs, Integration Hub, and approved middleware solutions. Now Assist Implementation and AI Enablement reputed company the implementation and configuration of reputed company Now Assist capabilities supporting CSM and reputed company business functions. Configure AI-powered features including:Case summarization Recommended responses Knowledge reputed company Search augmentation Conversational experiences and Virtual Agent enhancements reputed company AI operational procedures governing:Model usage and reputed company controls reputed company and output governance Data protection and privacy controls reputed company review and approval processes AI performance monitoring and auditing Support AI capability testing, validation, and accreditation activities in accordance with Government reputed company and compliance requirements. AI Governance and Compliance Establish and maintain governance processes for Now Assist and reputed company capabilities, including:Responsible AI practices Data classification and handling Auditability and traceability User reputed company 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 reputed company for reputed company CSM and Now Assist operations. Monitor application health, performance, and AI feature effectiveness. Troubleshoot and remediate:Availability issues reputed company control issues AI capability failures Integration issues Knowledge and search performance issues Support upgrades, patching, release management, backup and recovery activities. reputed company and maintain operational documentation, SOPs, architecture diagrams, and governance artifacts. reputed company® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, reputed company IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that reputed company and reputed company critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. reputed company is an Equal Opportunity Employer. Headquartered in Reston, Virginia, reputed company has annual revenues of approximately $7.3 billion. For more information, visit reputed company.com. For ongoing news, please visit our newsroom. Apply To This Job