Service Management Consultant - UX​/UI Design

Job Title

Service Management Consultant - UX/UI Design (080690)

Chicago, IL;
Atlanta, GA;
New York, NY;
New Jersey near NY;
Houston, TX;
Dallas, TX

up to 25% and infrequently

Service Now User Experience (UX) and User interface (UI) Design Subject Matter Expert (SME) role participates in the design, development, and implementation of exceptional user experiences within the Service Now platform. The ideal candidate will have an eye for detail, and a blend of creative design, and experienced development knowledge. In this role, you will work hand in hand with lead Architects and fellow team members with building user‑centric experiences that drive sustainable growth and engagement of Service Now user base.

• Client-facing lead for portal UX/UI workstream to design and deliver Service Now UX/UI solutions
• Facilitate design workshops and design reviews, including persona co-creation, and taxonomy.
• Facilitate discussions to define system requirements, problems, and goals
• Define and develop technical requirements and related project documentation
• Collaborate with engineers and product managers to accurately transform business requirements into technical solutions within the Service Now platform
• Design UI layouts and configuration of UX/UI components including controls, labels, and graphical elements for software on both mobile and desktop platforms with an eye towards experience
• Provide insight and guidance of various design approaches to solve specific user problems.
• Create initial design concept, wireframes and high‑fidelity prototypes using Figma
• Optimize and test UI designs to be intuitive and user‑centered
• Conduct usability testing to identify gaps in design and see if they can be further improved
• Develop journey maps and user flows to visualize use cases

• Define and document requirements for the application UI and workflows, ensuring alignment with user needs and business objectives
• 3+ years designing portals and UX/UI experience on the Service Now platform with one or more portals (Service Portal, Employee Center/EC Pro, Customer Service Portal, Retail Service Portal, etc.) for ITSM/HRSD/Retail solutions (any or all) in an enterprise environment.
• Experience in Portal implementation skills including applicability within the Service Now ecosystem
• HTML, CSS, and Angular
  
  JS development skills
• Experience in Service Portal, including the difference between configuration and custom widgets development, an extension of OOB widgets, and utilization of 3rd‑party libraries within Service Now

• Experience with Bootstrap
• Experience with dynamic and responsive web design
• Experience implementing systems using the Agile/Scrum methodology
• Excellent understanding of the Agile software testing process and lifecycle.

• Healthcare including dental, vision, mental health, and well‑being programs
• Financial well‑being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well‑being benefits like subsidized back‑up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.

It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.

Capgemini is an Equal Opportunity Employer encouraging diversity in the…