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We are seeking a senior ServiceNow Implementation Specialist to support Phase 2 of a ServiceNow programme, with a strong focus on Now Assist / AI enablement across HR and ITSM.
Phase 2 centres on activating Now Assist, demonstrating out-of-the-box functionality, and working closely with business stakeholders to implement practical AI use cases such as ticket deflection and automated responses. This role will act as a trusted advisor, providing recommendations and guiding delivery within a blended onshore/offshore model.
Key Responsibilities
Phase 2 - Now Assist & AI Enablement
- Lead Phase 2 activation and configuration of ServiceNow Now Assist.
- Demonstrate Now Assist capabilities to both technical and non-technical stakeholders.
- Showcase out-of-the-box ServiceNow and Now Assist functionality, particularly for HR use cases.
- Design and deliver initial AI use cases (e.g. responding to common queries, deflecting tickets before human intervention).
Business & HR Engagement
- Work closely with business teams, especially HR, to define priority topics and queries.
- Support HR teams that are unfamiliar with ServiceNow's out-of-the-box capability.
- Translate business needs into effective Now Assist and ServiceNow solutions.
- Educate stakeholders on best practices and platform capabilities.
ServiceNow Delivery & Leadership
- Provide hands-on implementation support across ServiceNow modules (HR, ITSM).
- Make experience-led recommendations on configuration and design.
- Act as a senior technical and functional authority during Phase 2 delivery.
- Mentor junior and offshore resources and support knowledge transfer.
Delivery Model & Collaboration
- Work within a blended onshore/offshore delivery model.
- Relay requirements, designs, and priorities to offshore delivery teams.
- Ensure quality, consistency, and alignment across Phase 2 activities.
Required Skills & Experience
Essential
- Strong hands-on ServiceNow platform implementation experience.
- Proven experience enabling and working with ServiceNow Now Assist / AI.
- Experience delivering HR Service Delivery (HRSD / HRIT) solutions.
- Ability to demonstrate and explain out-of-the-box ServiceNow functionality.
- Experience working directly with business stakeholders.
- Strong communication, leadership, and advisory skills.
- Experience working with offshore delivery teams.
Desirable
- Experience implementing Now Assist in Phase 2 or post-go-live programmes.
- Broader ServiceNow module exposure beyond HR and ITSM.
- Experience designing AI-driven self-service or ticket deflection solutions.
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
