Work Location:
Remote
Duration of Assignment:
6 Months
Pay Rate Range:
$60.00-$80.00/hr on W2
Job Description:
Role Overview
We are seeking a forward-thinking specialist to lead the exploration, evaluation, and implementation of ServiceNow’s Now Assist (GenAI) capabilities within our IT Service Management framework. In this role, you will bridge the gap between ITSM operations and the broader AI Operations project, ensuring that our AI initiatives deliver tangible value and align with industry best practices. You will be responsible for end-to-end testing, from sandbox environments through to production enablement, acting as an unbiased advocate for "IT for IT" requirements.
Key Responsibilities
- Strategic Representation & Advocacy: Serve as the primary representative for ITSM on the AI Operations project. Provide an objective, unbiased perspective on the needs, requirements, and potential impact of AI-related "IT for IT" initiatives.
- Industry Research & Alignment: Continuously research and understand current industry best practices, evaluating the value-adds of ServiceNow's Now Assist capabilities specifically as they apply to core ITSM functions.
- Sandbox Exploration & Identification: Collaborate closely with ServiceNow and the Client Platform team to identify, explore, and validate Now Assist functions within the Sandbox environment.
- Testing & Quality Assurance: Develop, document, and execute comprehensive test plans for Now Assist functionalities to ensure they meet operational requirements and quality standards before broader rollout.
- Environment Transition Management: Lead the transition of Now Assist workloads from the Sandbox environment to Non-Production as the Modernized Platform becomes available.
- Production Enablement: Partner with the Platform Team to successfully enable and configure Now Assist functionality for Production.
Qualifications & Skills Required
- Minimum 10 years experience in related field
- Bachelor's Degree preferred
- Strong background in IT Service Management (ITSM) and core ITIL processes.
- ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management.
- Hands-on experience with the ServiceNow platform (specifically exploring or implementing Now Assist/AI features).
- Proven ability in developing and executing software test plans and quality assurance processes.
- Strong analytical skills with the ability to provide data-driven recommendations for IT initiatives.
- Excellent collaboration and communication skills to work effectively with cross-functional platform teams, external vendors (ServiceNow), and project leadership.