UX​/Service Portal Designer

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Empower AI is seeking a UX / Service Portal Designer to own the user experience of IT services for a Department of War agency supported by an enterprise IT Customer Support Services program serving approximately 13,000 users. The designer leads the design of the modernized IT Service Portal (the 'front door' for all user interactions with IT), the self-service and knowledge experience, and the Customer Support Metrics Dashboard interface;

conducts user research through surveys, interviews, and focus groups; maintains user personas and journey maps; and creates the plain-language communications, guides, and training content that drive adoption of new tools. This role is the primary engine populating the CX Roadmap with data-driven initiatives and directly influences the program's XLA outcomes:
Customer Satisfaction and Customer Effort Score. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Lead the design, configuration, and continuous improvement of the modernized IT Service Portal on the ITSM platform (e.g., Service Now Service Portal), including information architecture, navigation, searchable knowledge base experience, automated request fulfillment flows, and the user-facing Confirm and Close / Reopen ticket actions.

• Plan and conduct user research using Government-approved methods (surveys, user interviews, focus groups, usability testing, analytics review) to collect comprehensive feedback on IT services, and analyze results to identify trends and user pain points.

• Develop and maintain a repository of user personas and journey maps spanning headquarters, field, remote, training center, and external industry-partner users, and ensure service improvements are aligned to the needs of the actual user base.

• Design intuitive, persona-appropriate, Section 508-compliant interfaces, wireframes, prototypes, and design systems for the Service Portal, Virtual Agent conversations, knowledge articles, and the Customer Support Metrics Dashboard, in collaboration with developers and the Data/BI Developer.

• Review and recommend improvements to the underlying workflows that support the service portal to reduce customer effort and improve response and fulfillment times, and translate recommendations into backlog items.

• Create user-friendly content, guides, quick-reference cards, and training materials, and support the Government's user engagement and communication initiatives to promote adoption of new tools and processes, including plain-language situational awareness alert templates.

• Produce the…