Senior Technical Consultant

Description:

Service Now, a global leader in AI-powered cloud platforms and workflow automation, is seeking a highly skilled UX Senior Technical Consultant (Platform) to join its Customer Excellence Group (CEG). This role focuses on helping customers achieve their business outcomes through user-centered design, prescriptive guidance, and adoption of ServiceNow’s front-end technologies. The consultant will be a functional and technical expert in user experience design and platform workflows, shaping best-in-class solutions for diverse industries.

Key Responsibilities:

• Design and deliver world-class user experiences on the ServiceNow platform with a focus on responsiveness, accessibility (WCAG 2.1), and alignment with customer design systems.

• Lead design and requirements workshops around Employee Center, Workspace, Virtual Agent, and Mobile solutions.

• Partner with customers to create shared visions, bring them to life through prototypes and iterative validation, and ensure measurable business value.

• Act as the primary UX advisor for stakeholders, ensuring functionality, performance, scalability, security, and optimal platform usage.

• Develop integrations and UX solutions using HTML, CSS, Bootstrap, AngularJS, SASS, JSON, REST APIs, and other front-end technologies.

• Draft user stories, acceptance criteria, testing strategies, and technical documentation in Agile environments.

• Mentor and guide customer administrators and internal teams throughout engagements.

• Contribute to the ServiceNow online Community through blog posts and thought leadership on UX best practices.

• Provide training, mentoring, and knowledge sharing to ServiceNow teams and partners.

• Support sales activities when needed and participate in customer-facing events.

• Travel may be required, up to 50% depending on project needs.

Required Qualifications:

• Minimum 5 years of ServiceNow platform experience in app development, integrations, portal, workspace, and mobile.

• Expertise in UX/UI design, human-centered design methodologies, and JavaScript frameworks (AngularJS, React, etc.).

• Strong experience with web technologies (HTML, CSS, Bootstrap 3, JSON, Web Services).

• Knowledge of ServiceNow GenAI capabilities (Now Assist).

• Current ServiceNow System Administrator (CSA) Certification.

• Strong consulting and stakeholder management skills, with ability to provide thought leadership and solve business challenges.

• Excellent interpersonal, communication, and problem-solving skills with a customer-first mindset.

Preferred Qualifications:

• Bachelor’s degree in Human-Computer Interaction, Computer Science, or a related field.

• Familiarity with UX research methods (user interviews, usability studies, surveys, customer journey mapping).

• Experience using collaboration/design tools (Figma, Miro, Sketch).

• Understanding of native mobile, responsive web design, and accessibility standards.

• Additional ServiceNow certifications (Application Development, Service Portal, Virtual Agent).

About ServiceNow:
Founded in 2004 in San Diego, ServiceNow is a global market leader serving over 8,100 customers, including 85% of the Fortune 500®. The company’s mission is to create intelligent cloud-based solutions that connect people, processes, and systems, enabling smarter and faster ways of working. ServiceNow fosters an inclusive, diverse, and accessible workplace and is committed to being an equal opportunity employer.