UX Experience Designer- ServiceNow

Job Description

The Experience Designer will design intuitive, service-focused digital experiences within the ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow 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 ServiceNow Horizon design system and ensure consistency across experiences.

• Design Excellence: Maintain high standards and stay current on UX/UI, ServiceNow, and accessibility best practices.

• Agility: Operate within agile teams (Scrum/Kanban), manage deliverables, and track work in tools like Azure DevOps or Planview.