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

1. 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)

1. 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

1. 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

1. Team Leadership & Mentorship

• Mentor junior OCM/adoption specialists
• Establish standards, playbooks, and reusable assets
• Contribute to building an AI-enabled Adoption CoE capability

1. 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 [email protected].