Role Description 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. Company Description SAIC® 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, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. - We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. - SAIC is an Equal Opportunity Employer. - Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. - For more information, visit saic.com . - For ongoing news, please visit our newsroom .

Role Description - 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. - 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. - 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 - 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. Company Description SAIC® 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, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

• Lead and support a team of up to 10 CRM Consultants, ensuring their work consistently meets Massive Rocket’s standards for quality, speed, and execution • Hold the team accountable to best‑in‑class delivery practices and the expectations of the CRM Practice • Lead the end‑to‑end execution of CRM initiatives within the Braze platform across multiple channels • Configure and customise Braze to bring strategies and campaigns to life with precision • Design and launch targeted, high‑impact marketing campaigns using Braze’s messaging capabilities • Leverage Braze’s segmentation and personalisation tools to tailor experiences to specific audience groups • Work closely with the strategy team and other stakeholders to ensure flawless alignment between strategy and execution • Partner directly with clients to understand their goals and shape solutions that deliver meaningful, lasting results

• Serve as the primary administrator and strategic owner of Gainsight. • Manage platform configuration, governance, integrations, reporting, permissions, and overall platform health. • Design and maintain customer health scoring frameworks. • Build and optimize Rules Engine automations, Playbooks, Success Plans, CTAs, and lifecycle workflows. • Develop and maintain executive dashboards, customer health reporting, renewal reporting, and operational metrics. • Ensure data quality and operational consistency across Customer Success systems. • Partner with Customer Success leadership to continuously improve processes, workflows, and operational effectiveness. • Design, build, and optimize customer lifecycle programs leveraging Gainsight Journey Orchestrator. • Develop customer segmentation strategies and scalable engagement programs. • Build automated customer journeys across onboarding, adoption, renewal, expansion, advocacy, and risk mitigation motions. • Partner with Customer Success Managers to improve customer engagement through automation and digital outreach. • Measure and optimize program effectiveness through reporting, analytics, and customer outcome tracking. • Support and evolve Accela's digital customer success strategy for long-tail customers. • Serve as the primary administrator and business owner for Staircase AI. • Develop and maintain customer intelligence programs that identify risk, adoption trends, renewal indicators, and expansion opportunities. • Operationalize customer insights and health signals across the Customer Success organization. • Build workflows that enable proactive customer engagement based on customer intelligence data. • Continuously improve customer health visibility and risk detection capabilities. • Identify opportunities to leverage AI and automation to improve Customer Success efficiency and customer outcomes. • Utilize AI tools such as Claude, Claude Code, ChatGPT, and related technologies to support workflow automation and operational scale. • Evaluate emerging AI technologies and recommend solutions that improve customer engagement and operational effectiveness. • Support the development of AI-powered customer success initiatives and autonomous workflow capabilities. • Explore MCP-enabled technologies and AI integrations that improve customer success operations.