Position: UX Experience Designer- ServiceNow
Job Description
The Experience Designer will design intuitive, service-focused digital experiences within the Service Now CSM module. The goal is to ensure service workflows are efficient, accessible, and aligned with business objectives. This is a 6 months contract , remote.
The focus will be on:
• Streamlining service experiences to help users access support, resolve issues, and engage effectively with services.
• Leveraging out-of-the-box Service Now functionality.
• Applying expertise in service and UX design, research, testing, and UX writing to deliver purposeful, scalable, and user-friendly experiences.
This role is part of a modernization initiative, transforming workflows for multiple front-line teams. The work will directly influence customer experience, satisfaction, SLA adherence, and operational efficiency.
Primary Responsibilities
• Design & Implementation:
Lead user-centered experience design in Service Now CSM, ensuring alignment with business needs and platform constraints.
• User Research:
Gather insights from internal teams and customers to inform design improvements.
• Requirements Gathering:
Collaborate with Product Owners and BAs to define user needs, features, and acceptance criteria.
• Prototyping & Testing:
Create wireframes, prototypes, and mockups; run usability tests to refine designs.
• UX Writing:
Develop clear, concise, plain-language content aligned with Service Now capabilities.
• Inclusive Design:
Ensure compliance with WCAG 2.2 and the Accessible Canada Act.
• User Flows:
Optimize flows for efficiency and minimal friction.
• Collaboration:
Work closely with cross-functional teams to meet business and technical goals.
• Security & Privacy:
Ensure designs meet privacy and security standards.
• Design Systems:
Apply the Service Now Horizon design system and ensure consistency across experiences.
• Design Excellence:
Maintain high standards and stay current on UX/UI, Service Now, and accessibility best practices.
• Agility:
Operate within agile teams (Scrum/Kanban), manage deliverables, and track work in tools like Azure Dev Ops or Planview.
