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