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Now Hiring at AMERICAN SYSTEMS
Epsilon, Inc. has joined AMERICAN SYSTEMS! As one organization, we offer expanded resources, streamlined operations, and increased opportunities for growth and development.
Join us to be part of a dynamic, collaborative environment dedicated to innovation and customer success.
Responsibilities
An Average day:
Lead the design, deployment, and governance of artificial intelligence capabilities within the ServiceNow platform, implementing intelligent self-service, automated fulfillment, and agent productivity enhancements while ensuring responsible AI operations and federal compliance. Additionally, In this position you will:
- Establish comprehensive AI governance framework for responsible operations
- Implement intelligent self-service and 24/7 conversational AI interfaces
- Deploy automated fulfillment capabilities within chat interfaces
- Design knowledge deflection systems to reduce ticket volume
- Develop intelligent routing and categorization for incident management
- Monitor AI performance, privacy adherence, and policy compliance
- Conduct pre-deployment risk evaluations and post-deployment assessments
- Ensure AI outputs are explainable and documented
- Identify and mitigate AI bias and unintended consequences
- Train customer staff on AI capabilities and responsible use
Qualifications
- Must pass Federal Background Investigation (MBI) / Moderate Risk Level Tier 2, Public Trust
- Must be U.S. Citizen or Lawful Permanent Resident with a minimum of 3 consecutive years of U.S. residency from date of legal entry
- Must pass federal tax compliance screening
- Minimum 6 years with ServiceNow or equivalent ESM platforms and architecture
- Minimum 1 year developing and deploying AI solutions for ServiceNow or equivalent ESM platforms
- Must have verifiable recent (within past 3 years) hands-on experience delivering enterprise service management solutions in the IRS operational environment or an equivalent federal environment of comparable scale, governance, and compliance complexity.
- Proven experience with generative AI and agentic AI implementations
- Experience establishing AI governance frameworks in regulated environments
- ServiceNow AI/ML capabilities (Virtual Agent, Predictive Intelligence, Now Assist)
- Generative AI integration and prompt engineering
- Conversational AI and natural language processing (NLP)
- Automated ticket deflection and intelligent routing
- AI risk assessment and bias mitigation strategies
- AI transparency and explainability frameworks
