Job Description
The Team
The Customer Excellence Group (CEG) at ServiceNow 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 ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
This role is part of the Platform Workflows and Platform Expert Services team and will be a functional and technical expert of ServiceNow’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.
What you get to do in this role:
- Build best-in-class user experiences on the ServiceNow platform considering customer design systems, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow 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 ServiceNow 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 ServiceNow online Community by publishing blog posts related to UX best practices and the ServiceNow platform.
- Support specific sales activities when required
- Provide knowledge-sharing, training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
- Travel depending on customer needs and internal meetings, potentially up to 50%.
Qualifications
To be successful in this role you have:
- At least 5 years of configuration or development experience on the ServiceNow platform, as a ServiceNow functional expert, in the areas of app dev, web development, integrations, ServiceNow portal, workspace and mobile solutions
- Experience with ServiceNow Platform GenAI capabilities leveraging Now Assist.
- Current ServiceNow 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 common JavaScript frameworks (AngularJS, React, etc.) and consult on UX related projects
- Expert-level experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
- Applying a User-Centered Design mindset and methodology when working on product designs
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
Special consideration will be given to those with the below experience:
- Bachelor's degree or certifications (Human-Computer Interaction or a related field).
- Experience in conceptualization, design strategy, UX, and art direction of prototypes.
- Familiarity with collaboration, design and prototyping tools such as Figma, Miro, Sketch.
- Experience with user research such as:
- Conducting User Interviews, Usability Studies, Card Sorting, Surveys, etc.
- Formulating data into presentable format of personas, research findings, and customer journey maps.
- Understanding native mobile, web application, and responsive web design experience.
- Command of design basics: readability, iconography, color, and spatial relationships.
- ServiceNow certifications such as Application Development (CAD), Service Portal, and Virtual Agent are beneficial.
FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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