UX Senior Technical Consultant

Job Description

The Team

The Customer Excellence Group (CEG) at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the CEG you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

This role is part of the Platform Workflows and Platform Expert Services team and will be a functional and technical expert of ServiceNow’s front end technologies. The ideal candidate for this role is passionate about the intersection of human needs and business impact. They thrive in a fluid work environment, are a self-motivated partner, leader and hands-on maker working across a variety of industries, and synthesize diverse perspectives. An exceptional designer OR developer with some capability in the other discipline will also be considered.

What you get to do in this role:

• Build best-in-class user experiences on the ServiceNow  platform considering customer design systems, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
• Drive customer KPIs, such as adoption and retention, across the platform leveraging User Experience and Design Thinking.
• Lead customer design and requirements workshops around Employee Center, Workspace, Virtual Agent and Mobile.
• Work hand-in-hand with customer teams to shape a shared vision of the future state, bring that vision to life through experience design, and optimize it through iterative validation to ensure it delivers measurable value.
• Lead conversations and work efforts between your customers and third-party design/creative teams.
• Be the guiding voice for customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security – while leveraging the full potential of the ServiceNow platform.
• Working in an Agile environment, draft technically focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing, estimating, and approving them.
• Guide and provide ad-hoc oversight and enablement for the customer’s future administrators throughout the engagement
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Actively participate in the ServiceNow online Community by publishing blog posts related to UX best practices and the ServiceNow platform.
• Support specific sales activities when required
• Provide knowledge-sharing, training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
• Travel depending on customer needs and internal meetings, potentially up to 50%.

Qualifications

To be successful in this role you have:

• At least 5 years of configuration or development experience on the ServiceNow platform, as a ServiceNow functional expert, in the areas of app dev, web development, integrations, ServiceNow portal, workspace and mobile solutions
• Experience with ServiceNow Platform GenAI capabilities leveraging Now Assist.
• Current ServiceNow System Administrator (CSA) Certification.
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consult on UX related projects
• Expert-level experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
• Applying a User-Centered Design mindset and methodology when working on product designs
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
  
  Special consideration will be given to those with the below experience:
   
• Bachelor's degree or certifications (Human-Computer Interaction or a related field).
• Experience in conceptualization, design strategy, UX, and art direction of prototypes.
• Familiarity with collaboration, design and prototyping tools such as Figma, Miro, Sketch.
• Experience with user research such as:
  • Conducting User Interviews, Usability Studies, Card Sorting, Surveys, etc.
  • Formulating data into presentable format of personas, research findings, and customer journey maps.
• Understanding native mobile, web application, and responsive web design experience.
• Command of design basics: readability, iconography, color, and spatial relationships.
• ServiceNow certifications such as Application Development (CAD), Service Portal, and Virtual Agent are beneficial.

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