Seeking: ServiceNow Experience Design Consultant
What We're Looking For:We're seeking an Experience Design Consultant to design and deliver best-in-class ServiceNow employee experiences across the ServiceNow platform - primarily within HRSD, with expansion into Workforce Service Delivery (WSD) and Health and Safety Service Delivery.
In this role, you will shape the look, feel, structure, and usability of ServiceNow Employee Center and Service Portal implementations. You'll define user journeys, structure content, optimize navigation, and serve as a trusted advisor on branding, content strategy, and human-centered design.
This position blends design thinking, platform expertise, workshop leadership, and customer enablement.
Responsibilities: - Develop and lead discovery and design workshops, identify and record requirements, and guide the customer throughout the project lifecycle
- Facilitate discussions on design alternatives, tradeoffs, and risks
- Identify implementation and process design considerations to deliver the Customer's ideal employee experience while minimizing technical debt
- Lead project initiation activities with respect to ServiceNow Portals; develop and/or complete pre-work questionnaires, workshop agendas, and educational content for clients
- Translate requirements into user stories with clear acceptance criteria, testing and validating feature development to support the configuration team
- Deliver 'Art of the Possible' demonstrations of the Employee Center Portal to support project initiation and/or pre-sales efforts
- Interpret and apply client brand guidelines where needed to produce a consistent experience for the end user
- Build repeatable solutions, artifacts, assets, and demo instances using human-centered design principles
- Mentor team members on design thinking, UX fundamentals, and principles of design concepts
- Supports the Design Team Director in internal initiatives to improve skills, tools & processes
Qualifications: - 5+ years experience designing or configuring portals within ServiceNow ( Employee Center, Employee Center Pro, Service Portal, etc. )
- 2+ years of experience managing knowledge bases, content strategy, or process documentation
- Willingness and ability to complete background check and drug testing to work on Federal, State, and Local agency projects
- Ability to translate client requirements into clear acceptance criteria
- Excellent written and verbal communication skills
- Strong meeting facilitation skills and comfort leading design discussions with executive stakeholders
- Problem-solving skills to determine solutions to user interface challenges
- Highly organized with exceptional attention to detail
- Ability to work in a fast-paced, dynamic design process under minimal supervision
- Familiarity with design/prototyping tools (e.g., Figma, Adobe XD)
- Understanding of accessibility standards and inclusive design principles
- Experience conducting or evaluating user research or usability testing
Job Details:Location: Remote USA
Travel: Up to 15% Annually
What We Offer: - Competitive Health Benefits
- 401(K) with a 4% contribution
- Home Office and Fitness Reimbursement
- Vacation and Volunteer time
- World-class co-workers with extensive ServiceNow experience
- Continuous learning culture
