ServiceNow AI Data Scientist

Summary

SAIC is hiring a ServiceNow AI Data Scientist to support the implementation, optimization, and sustainment of ServiceNow Now Assist and related AI capabilities. The role analyzes enterprise data, develops analytical models, evaluates LLM and AI performance, improves reporting and data governance, and provides technical insights to support responsible AI adoption and data-driven decision-making.

Responsibilities

• Perform data mining activities supporting: AI readiness; Knowledge quality; Search effectiveness; Customer Service Management; Operational performance; Process optimization; User behavior analysis; Data quality improvement
• Identify inconsistencies, anomalies, duplicate data, and other conditions affecting AI performance and reporting accuracy
• Develop recommendations that improve the quality, consistency, and usability of enterprise platform data
• Develop and maintain an expert understanding of ServiceNow’s enterprise data architecture, including relationships across platform applications
• Analyze how ServiceNow data supports: Now Assist; AI Search; Virtual Agent; Knowledge Management; Customer Service Management; Platform Analytics; Performance Analytics; Reporting and Dashboards
• Evaluate structured and unstructured enterprise data supporting AI-enabled capabilities
• Recommend improvements to: Data relationships; Data quality; Knowledge organization; Search optimization
• Support AI initiatives across the ServiceNow platform
• Evaluate factors affecting: Response quality; Search relevance; Knowledge retrieval; Citation quality; Grounding effectiveness; Context availability; Hallucination trends; Response consistency
• Recommend improvements that increase the accuracy, relevance, and reliability of AI-generated outputs
• Assist in evaluating data requirements supporting new and emerging ServiceNow AI capabilities
• Partner with the Reporting Lead to improve enterprise reporting and analytical capabilities
• Develop analytical datasets supporting: Executive dashboards; Operational reporting; Performance metrics; AI adoption reporting; Platform health reporting
• Validate data quality and integrity supporting reports and dashboards
• Analyze reporting trends and recommend improvements to enterprise reporting structures
• Assist with development of Key Performance Indicators (KPIs) measuring: AI adoption; Data quality; Platform utilization; Knowledge effectiveness; Search performance; Operational efficiency
• Support ServiceNow Platform Analytics, Performance Analytics, and reporting capabilities through sound data analysis and governance
• Develop analytical methods measuring the effectiveness of AI-enabled capabilities
• Evaluate: AI utilization; Response effectiveness; Knowledge usage; Search performance; User engagement; Operational outcomes
• Provide recommendations supporting continuous improvement of AI capabilities through improved enterprise data
• Support AI Analysts by providing data-driven insights used for governance, capability planning, and operational decision making
• Support implementation of enterprise data governance practices that improve AI effectiveness and reporting accuracy
• Assist with development of standards for: Data quality; Metadata management; Taxonomy; Classification; Data lifecycle management; Knowledge organization
• Develop data quality metrics and scorecards supporting continuous platform improvement
• Coordinate with data owners across ServiceNow applications to improve enterprise data consistency
• Collaborate closely with: AI Analyst; Reporting Lead; ServiceNow Developers; Platform Administrators; Knowledge Managers; Business Analysts; Cybersecurity personnel; Government stakeholders
• Provide technical expertise supporting AI governance, enterprise analytics, reporting strategy, and ServiceNow data optimization

Skills

• Current DoDD 8140 / 8570 IAT Level II certification or ability to obtain
• U.S. Citizen
• Active Secret Security Clearance or ability to obtain one
• Bachelor's degree in Computer Science, Data Science, Information Systems, Business Analytics, Statistics, Mathematics, or related field, or equivalent experience
• Minimum three years of experience supporting enterprise data analysis, business intelligence, reporting, or data science initiatives
• Experience analyzing enterprise application data within complex operational environments
• Strong understanding of:
• Data analysis
• Data mining
• Statistical analysis
• Data quality management
• Business intelligence
• Reporting methodologies
• Experience developing:
• Dashboards
• Reports
• Analytical models
• KPIs
• Data visualizations
• Understanding of:
• Artificial Intelligence concepts
• Generative AI technologies
• Large Language Models (LLMs)
• Retrieval-Augmented Generation (RAG)
• Enterprise data governance
• Responsible AI principles
• ServiceNow, particularly:
• Customer Service Management (CSM)
• Platform Analytics
• Performance Analytics
• Reporting
• Dashboards
• Knowledge Management
• AI Search
• Now Assist
• Virtual Agent
• CMDB
• DB Experience with:
• SQL
• Business intelligence platforms
• Data visualization tools
• Data governance initiatives
• AI performance measurement
• AI Experience with:
• DoD AI Ethical Principles
• RMF 2.0
• NIST AI Risk Management Framework
• ITIL and IT Service Management practices
• Experience supporting enterprise AI, analytics, or ServiceNow implementations within Federal or Department of Defense environments
• Strong analytical, organizational, and communication skills
• Ability to communicate technical concepts effectively with Government, business, and technical stakeholders

Qualifications

Must Haves

• Current DoDD 8140 / 8570 IAT Level II certification or ability to obtain
• U.S. Citizen
• Active Secret Security Clearance or ability to obtain one

Nice to Haves

• Bachelor's degree in Computer Science, Data Science, Information Systems, Business Analytics, Statistics, Mathematics, or related field, or equivalent experience
• Minimum three years of experience supporting enterprise data analysis, business intelligence, reporting, or data science initiatives
• Experience analyzing enterprise application data within complex operational environments
• Strong understanding of:
• Data analysis
• Data mining
• Statistical analysis
• Data quality management
• Business intelligence
• Reporting methodologies
• Experience developing:
• Dashboards
• Reports
• Analytical models
• KPIs
• Data visualizations
• Understanding of:
• Artificial Intelligence concepts
• Generative AI technologies
• Large Language Models (LLMs)
• Retrieval-Augmented Generation (RAG)
• Enterprise data governance
• Responsible AI principles
• ServiceNow, particularly:
• Customer Service Management (CSM)
• Platform Analytics
• Performance Analytics
• Reporting
• Dashboards
• Knowledge Management
• AI Search
• Now Assist
• Virtual Agent
• CMDB
• DB Experience with:
• SQL
• Business intelligence platforms
• Data visualization tools
• Data governance initiatives
• AI performance measurement
• AI Experience with:
• DoD AI Ethical Principles
• RMF 2.0
• NIST AI Risk Management Framework
• ITIL and IT Service Management practices
• Experience supporting enterprise AI, analytics, or ServiceNow implementations within Federal or Department of Defense environments
• Strong analytical, organizational, and communication skills
• Ability to communicate technical concepts effectively with Government, business, and technical stakeholders