AI Analyst – ServiceNow Now Assist

**Description** The AI Analyst supports the implementation, governance, adoption, and sustainment of ServiceNow Now Assist capabilities for a Department of Defense customer. The role serves as a bridge between business stakeholders, cybersecurity personnel, and ServiceNow engineers to ensure AI-enabled capabilities are secure, effective, compliant, and aligned with mission objectives. The AI Analyst assists with identifying and prioritizing AI use cases, evaluating AI-generated outputs, developing governance artifacts, supporting operational procedures, and monitoring AI performance throughout the lifecycle of the capability. The ideal candidate possesses strong analytical skills, an understanding of AI technologies and governance principles, and experience supporting enterprise business applications in regulated environments. * * * **Responsibilities** **AI Use Case Analysis** - Collaborate with Government stakeholders to identify and prioritize AI use cases supporting Customer Service Management (CSM) and related mission functions. - Analyze business processes to identify opportunities for AI-assisted: - Case summarization - Recommended responses - Knowledge generation - Search enhancement - Virtual Agent capabilities - Workflow automation - Document business requirements, use cases, expected outcomes, and operational benefits. * * * **AI Validation and Quality Assurance** - Evaluate the quality, relevance, and accuracy of AI-generated responses and recommendations. - Develop and execute test cases for: - Prompt effectiveness - Response quality - Hallucination detection - Knowledge accuracy - Search relevance - Track AI performance metrics and recommend improvements. - Assist with user acceptance testing and validation activities. * * * **AI Governance and Compliance** - Support implementation of AI governance processes related to: - Responsible AI principles - Data classification and handling - Human review and oversight - Auditability and traceability - Access controls - Change management - Assist in preparing documentation supporting: - RMF requirements - AI governance reviews - Security assessments - Risk assessments - Operational procedures - Coordinate with ISSO/ISSM personnel to ensure AI capabilities comply with Government policies and security requirements. * * * **AI Operations and Sustainment** - Monitor AI feature usage, adoption, and effectiveness. - Analyze user feedback and identify opportunities for improving AI-enabled capabilities. - Assist with operational procedures supporting: - Prompt management - Knowledge source maintenance - AI output reviews - User guidance and training - Performance monitoring - Support troubleshooting of AI-related issues in coordination with ServiceNow engineering teams. * * * **Reporting and Documentation** - Develop reports and dashboards tracking: - AI adoption rates - User satisfaction - Response quality - Knowledge utilization - Operational metrics - Prepare documentation including: - Standard Operating Procedures (SOPs) - Governance documentation - User guides - Test plans - Validation reports ### Qualifications **Required Qualifications:** - Bachelor’s degree in Information Systems, Computer Science, Business Analytics, Data Analytics, or related field, or equivalent experience. - 9+ years of relevant experience - Minimum 2 years of experience supporting enterprise applications, AI-enabled technologies, business analysis, or data analysis. - Familiarity with: - Artificial Intelligence concepts - Generative AI technologies - AI governance principles - Data governance - Responsible AI practices - Experience developing: - Business requirements - Test plans - Process documentation - Reports and dashboards - Strong analytical, organizational, and communication skills. - Ability to communicate effectively with Government, technical, and business stakeholders. - Current DoDD 8140 / 8570 IAT Level II certification or ability to obtain. - U.S. Citizen. - Active Secret Security Cle…