UX Sr Technical Consultant, Platform

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Customer Excellence Group (CEG) at Service Now 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 Service Now platform by getting them to see the value of their Service Now investment.

This role is part of the Platform Workflows and Platform Expert Services team and will be a functional and technical expert of Service Now’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.

• Build best‑in‑class user experiences on the Service Now platform considering customer design systems, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, Angular
  
  JS, SASS, Bootstrap 3, JSON, REST APIs) across all Service Now 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 Service Now 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 Service Now online Community by publishing blog posts related to UX best practices and the Service Now platform.
• Support specific sales activities when required.
• Provide knowledge‑sharing, training and mentoring to other members of the Service Now delivery team and partner ecosystem upon request.
• Travel depending on customer needs and internal meetings, potentially up to 50%.

• At least 5 years of configuration or development experience on the Service Now platform, as a Service Now functional expert, in the areas of app dev, web development, integrations, Service Now portal, workspace and mobile solutions.
• Experience with Service Now Platform GenAI capabilities leveraging Now Assist.
• Current Service Now 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…