Job Title: Human-Centered Design (HCD) Lead
Job Location: Juno Beach, FL
Job Type: Long Term Contract
Job Overview
We are seeking an experienced IT Business Systems Analyst Lead (HCD Contractor) to drive user-centered design initiatives across ServiceNow platforms. This role will act as a key liaison between business stakeholders and IT teams, ensuring solutions are intuitive, impactful, and aligned with organizational goals.
The ideal candidate brings deep expertise in Human-Centered Design (HCD), strong ServiceNow experience, and a passion for delivering exceptional user experiences through research-driven insights.
Key Responsibilities
- Lead Human-Centered Design (HCD) efforts for ServiceNow initiatives
- Conduct usability testing, experience benchmarking, and user research
- Analyze user behavior and channel interactions to guide design decisions
- Perform qualitative and quantitative research to derive actionable insights
- Develop personas, journey maps, and experience blueprints
- Identify pain points using root cause analysis and recommend solutions
- Facilitate design thinking workshops and stakeholder co-creation sessions
- Collaborate with cross-functional teams to ensure user-centric solutions
- Create storyboards, prototypes, and design concepts using tools like Figma
- Present research findings and design recommendations to leadership
- Act as a bridge between business stakeholders and IT teams for ServiceNow projects
Required Qualifications
- Strong experience as a Business Systems Analyst / HCD Specialist
- Expertise in Human-Centered Design (HCD) methodologies
- Hands-on experience with ServiceNow platform (workflows, UI/UX, integrations)
- Proven experience in usability testing and user research techniques
- Proficiency in design tools such as Figma
- Strong knowledge of design thinking, journey mapping, and experience strategy
- Excellent communication and stakeholder management skills
- Ability to translate business needs into user-centric technical solutions
Preferred Qualifications
- Experience in enterprise IT environments or digital transformation programs
- Exposure to Agile/Scrum methodologies
- Background in UX/UI strategy or product design