ServiceNow UX Designer and Architect

Job Overview

We are seeking a ServiceNow UX Designer and Architect to lead the design and implementation of user-centric interfaces on the ServiceNow platform. This role is crucial in delivering seamless user experiences that enhance platform adoption, usability, and satisfaction. The ideal candidate combines strong UX design principles with a deep understanding of the ServiceNow ecosystem and is skilled in translating complex workflows into intuitive designs.

Key Responsibilities

1. User-Centered Design & Research

• Lead user research to identify user needs, pain points, and opportunities for ServiceNow improvements.
• Conduct usability testing, interviews, and surveys to gather insights.
• Create personas, journey maps, and other design artifacts to understand user interactions within ServiceNow.

2. ServiceNow UX Design

• Design intuitive and efficient user interfaces for ServiceNow applications and modules, including workflows, portals, and self-service interfaces.
• Create wireframes, prototypes, and high-fidelity mockups that align with best practices in UX/UI.
• Ensure that designs adhere to accessibility standards, mobile responsiveness, and ServiceNow’s platform constraints.

3. UX Architecture and Strategy

• Develop and document a cohesive UX architecture for ServiceNow, considering best practices, platform capabilities, and scalability.
• Work closely with ServiceNow developers, product managers, and other stakeholders to ensure a consistent and cohesive user experience across the platform.
• Establish design guidelines, standards, and best practices for the ServiceNow environment.

4. Collaboration & Stakeholder Engagement

• Partner with cross-functional teams (e.g., IT, product managers, and business analysts) to ensure that UX designs align with strategic objectives.
• Serve as the UX advocate in discussions, providing insights on design decisions and their impact on usability and business value.

Qualifications

Experience:

• 5+ years of experience in UX design, with at least 2 years focused on ServiceNow UX architecture and design.
• Proven track record of designing and implementing UX solutions within the ServiceNow platform.

Technical Skills:

• Proficiency in ServiceNow design tools, including Service Portal and Now Experience framework.
• Strong expertise in UX/UI design tools (e.g., Figma, Sketch, Adobe XD) and knowledge of HTML/CSS.
• Experience with Agile methodologies and familiarity with ServiceNow development processes.

Soft Skills:

• Strong analytical, problem-solving, and critical thinking skills.
• Excellent communication and presentation skills, with the ability to convey complex design concepts to both technical and non-technical stakeholders.

Preferred Qualifications:

• ServiceNow Certified Application Developer or ServiceNow Certified System Administrator.
• Familiarity with front-end frameworks and scripting languages used in ServiceNow (e.g., AngularJS, JavaScript).
• Experience working in an ITIL-based environment.