ServiceNow HR Experience Design Consultant
On-siteJacksonville Beach, Florida, United States
Job Summary
Lead discovery and design workshops to define user journeys, structure content, and optimize navigation for ServiceNow Employee Center and Service Portal implementations. Facilitate discussions on design tradeoffs, translate requirements into user stories with clear acceptance criteria, and deliver demonstrations to support project initiation and pre-sales efforts. Advise clients on content strategy to enhance AI search results and LLM consumption while building repeatable solutions using human-centered design principles. Mentor team members on UX fundamentals and apply brand guidelines to ensure consistent end-user experiences. This role blends design thinking with platform expertise to deliver best-in-class employee experiences across HRSD and Core Business Services. The position requires 5+ years of ServiceNow portal experience and 2+ years in knowledge base management.
Required Qualifications
- 5+ years experience designing or configuring portals within ServiceNow ( Employee Center, Employee Center Pro, Service Portal, etc.)
- 2+ years of experience managing knowledge bases, content strategy, or process documentation
- Willingness and ability to complete background check and drug testing to work on Federal, State, and Local agency projects
- Ability to translate client requirements into clear acceptance criteria
- Excellent written and verbal communication skills
- Strong meeting facilitation skills and comfort leading design discussions with executive stakeholders
- Problem-solving skills to determine solutions to user interface challenges
- Highly organized with exceptional attention to detail
- Ability to work in a fast-paced, dynamic design process under minimal supervision
- Understanding of accessibility standards and inclusive design principles
- Experience conducting or evaluating user research or usability testing
Desired Qualifications
- Familiarity with design/prototyping tools (e.g., Figma, Adobe XD)
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