ServiceNow Developer

We are seeking a senior Service Now Implementation Specialist to support Phase 2 of a Service Now 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 Service Now Now Assist.
• Demonstrate Now Assist capabilities to both technical and non-technical stakeholders.
• Showcase out-of-the-box Service Now 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 Service Now's out-of-the-box capability.
• Translate business needs into effective Now Assist and Service Now solutions.
• Educate stakeholders on best practices and platform capabilities.

Service Now Delivery & Leadership

• Provide hands-on implementation support across Service Now 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 Service Now platform implementation experience.
• Proven experience enabling and working with Service Now Now Assist / AI.
• Experience delivering HR Service Delivery (HRSD / HRIT) solutions.
• Ability to demonstrate and explain out-of-the-box Service Now 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 Service Now 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.