ServiceNow UX Consultant

ServiceNow UX Consultant

Role Summary

We are seeking an experienced ServiceNow UX Consultant to provide advisory services focused on improving user experience, platform adoption, and digital interactions across ServiceNow. The consultant will assess existing user experiences, understand customer and user needs, and recommend ways to create more intuitive and effective ServiceNow experiences.

Key Responsibilities

• Deliver customer-facing consulting engagements focused on ServiceNow User Experience (UX).
• Conduct customer workshops, discovery sessions, user-experience assessments, and advisory discussions.
• Assess existing ServiceNow user experiences and identify usability, consistency, navigation, and adoption improvement opportunities.
• Provide expert guidance around UI Builder, Workspaces, Employee Center, Service Portal, and related user-experience capabilities.
• Review user journeys and recommend opportunities to simplify and improve interactions with the ServiceNow platform.
• Advise customers on user-centric design principles and ServiceNow experience best practices.
• Identify UX gaps and provide prioritized recommendations based on customer objectives and user needs.
• Guide customers on improving platform adoption and overall user experience.
• Collaborate with customer platform owners, architects, UX teams, business stakeholders, and leadership.
• Deliver assessment findings, UX recommendations, improvement roadmaps, and executive-level readouts.
• Participate in governance, customer reviews, and continuous improvement discussions.
• Maintain current knowledge of ServiceNow UX and experience capabilities.

Mandatory Requirements

• Strong consulting experience with ServiceNow user experience capabilities.
• Strong knowledge of relevant ServiceNow experience areas such as UI Builder, Workspaces, Employee Center, and Service Portal.
• Strong understanding of UX principles, user journeys, adoption, and experience optimization.
• Ability to assess an existing environment and provide practical, prioritized recommendations.
• Strong customer-facing communication, workshop facilitation, and stakeholder-management skills.
• ServiceNow Certified System Administrator (CSA) – Mandatory
• ServiceNow Certified Application Developer (CAD) – Mandatory