Senior Adoption & OCM Specialist-ServiceNow/AI
Senior Adoption & OCM Specialist
United States or Canada - Remote
Why Us
NewRocket brings 20 years of advising and supporting clients in designing, implementing, and managing AI-enabled digital workflows to improve employee and customer experiences. An Elite ServiceNow Partner and ServiceNow Global Partner Award Winner, the Company has completed over 3,000 projects across nine industry specializations. NewRocket Goes Beyond Workflows™ to help clients transform their enterprise into a place where employees flourish, customers thrive, and people matter. With over 3,000 ServiceNow certifications, NewRocket's business strategists take a holistic, strategic approach to optimize the ServiceNow platform and help clients solve industry-specific challenges.
Role Summary
The Senior Adoption & OCM Specialist (Emerging Leader) is responsible for leading AI-enabled adoption strategies for complex transformation programs while also developing new methods, assets, and team capabilities.
This role combines delivery leadership, innovation, and team mentorship—helping push the boundaries of how OCM and adoption are delivered in an AI-driven consulting model.
Key Responsibilities
Engagement Leadership
Lead adoption and OCM streams across large-scale ServiceNow transformations
Serve as the primary advisor to client stakeholders on adoption strategy
Integrate adoption into overall program design (not as a downstream activity)
AI-First OCM Innovation
Define and evolve next-generation OCM methods, including:
AI-generated personas and journey maps
Predictive adoption risk models
Agent-driven enablement (chatbots, copilots)
Pilot and scale new approaches using tools like:
Anthropic Claude
Microsoft Copilot
Workflow automation + AI orchestration
Adoption Architecture (Not Just Execution)
Design end-to-end adoption ecosystems, including:
Data sources (usage, behavior, sentiment)
Intervention models (nudges, automation, campaigns)
Measurement frameworks (linked to value realization)
Embed adoption into platform design, governance, and operating model
Team Leadership & Mentorship
Mentor junior OCM/adoption specialists
Establish standards, playbooks, and reusable assets
Contribute to building an AI-enabled Adoption CoE capability
Client & Market Thought Leadership
Articulate a differentiated point of view on:
AI-driven adoption
Modern OCM beyond ADKAR
Support:
Proposals
Executive presentations
Strategic account initiatives
Qualifications
Required
6–10 years experience in OCM, adoption, or transformation consulting
Proven experience leading adoption on enterprise platform programs (ideally ServiceNow)
Demonstrated use of AI tools to enhance delivery outcomes (not just productivity)
Strong executive communication and stakeholder management skills
Experience shaping or evolving delivery methods
Preferred
Experience building or contributing to:
Adoption frameworks
CoEs or capability models
Familiarity with:
Product-led growth concepts
Digital experience and UX principles
Data-driven transformation programs
Success Profile (What “Great” Looks Like)
Redefines OCM from support function → strategic value driver
Brings repeatable, AI-enabled innovations into delivery
Builds team capability while delivering strong client outcomes
Drives measurable improvements in:
Adoption velocity
Time-to-value
Business outcome realization
We Take Care of Our People
NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.us@newrocket.com.