Job Description
We are seeking a forward-thinking ITSM Now Assist 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.
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 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.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Strong background in IT Service Management (ITSM) and core ITIL processes.
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.
Nice to Have Skills & Experience
ITIL Foundations Certified
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.