ServiceNow Experience Architect

Human-Centered Design (HCD) Contractor

We're looking for a Human-Centered Design (HCD) Experience Architect who blends strategic vision with hands-on execution with a strong focus on ServiceNow portal design. You'll help shape where our digital experiences are headed (roadmaps, strategic research, stakeholder alignment) while also driving the practical work that makes them delightful and usable (research synthesis, usability testing, design reviews).

A key part of this role will be partnering with IT and platform teams to define, improve, and optimize ServiceNow portal experiences, ensuring they are intuitive, efficient, and aligned with both user needs and business goals.

You'll collaborate closely with business stakeholders, designers, and software development teams to keep user needs, business priorities, and system capabilities aligned. Some days that looks like leading research and shaping an experience roadmap; other days it's reviewing ServiceNow portal designs, running usability tests, or synthesizing findings teams can act on.

This role is best suited for someone confident in their craft, curious by nature, and comfortable navigating ambiguity without needing everything perfectly defined.

Strategy & Direction

• Conduct ongoing user research to inform experience priorities and product direction.
• Develop and evolve personas, journey maps, and experience frameworks that guide decision-making.
• Support experience roadmaps by connecting user insight, business value, and delivery realities.
• Partner with stakeholders to align on vision, goals, and what "good" looks like including for ServiceNow portal experiences.

Execution & Delivery

• Plan and facilitate usability testing, design reviews, and feedback sessions.
• Conduct qualitative and quantitative research and synthesize insights into clear recommendations.
• Identify experience challenges, uncover root causes, and propose practical solutions.
• Contribute to discovery and research activities that support near-term delivery and longer-term planning.
• Translate insights into artifacts and guidance that teams can actually use.
• Shape design strategy and UX recommendations specifically for ServiceNow portal and catalog experiences ensuring alignment with platform capabilities and constraints.

Collaboration & Communication

• Work closely with business partners to understand needs, constraints, and success measures.
• Collaborate with software engineers and ServiceNow developers to ensure design intent is carried through implementation.
• Act as a connector between business, design, and development reducing friction and increasing clarity.
• Present findings and recommendations in a way that's grounded, honest, and actionable.

Emerging Tools & Ways of Working

• Explore and pilot new tools and workflows including AI-enabled research or design support to improve efficiency and quality.
• Stay curious about how AI may shape future user experiences while applying sound human judgment.

What We're Looking For

Experience & Skills

• Bachelor's degree in UX, Design, Human-Computer Interaction, Digital Strategy, Business, or a related field or equivalent professional experience demonstrating strong human-centered design practice.
• 3+ years of experience in UX, digital strategy, product design, or human-centered research roles.
• Solid grounding in Human-Centered Design principles, research methods, and experience synthesis.
• Experience supporting both strategic initiatives and hands-on delivery work.
• Comfortable working within cross-functional, delivery-oriented teams.
• Experience designing, optimizing, or evaluating ServiceNow portals, catalog items, workflows, or service experiences.
• Understanding of ServiceNow platform capabilities and constraints as they relate to UX and portal design.

Tools & Ways of Working

• Working proficiency with Figma for collaborative design and design reviews.
• Familiarity with Jira (or similar tools) and working within agile, sprint-based teams.
• Working knowledge of AI-powered tools used in design, research, or synthesis and a willingness to experiment and learn as the space evolves.
• Familiarity with ServiceNow Studio, portal configuration, or collaborating closely with ServiceNow developers.