ServiceNow Experience Designer

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a ServiceNow Experience Designer based in the United States.

This remote independent contractor opportunity is ideal for an experienced UX professional with strong hands-on expertise in the ServiceNow platform. You will design intuitive, user-centered digital experiences that improve how employees and service agents interact with enterprise services. The role focuses on Employee Center and Service Operations Workspace (SOW), creating seamless journeys across key workplace processes. You will translate user needs into practical design solutions through research, journey mapping, wireframes, prototyping, and usability testing. Working closely with developers, product owners, and business stakeholders, you will help deliver accessible and consistent platform experiences. This is an opportunity to make a direct impact on employee satisfaction, service efficiency, and self-service adoption.

Accountabilities

• Design end-to-end employee and agent journeys covering onboarding, offboarding, issue resolution, service requests, and self-service experiences.

• Improve self-service search and knowledge experiences to help users find information independently and reduce avoidable support requests.

• Develop UX deliverables, including user personas, journey maps, empathy maps, wireframes, and interactive prototypes.

• Plan and conduct usability testing, analyze user feedback, and translate findings into actionable design improvements.

• Design and configure user experiences within ServiceNow Employee Center, Service Operations Workspace (SOW), and UI Builder.

• Collaborate with developers, product owners, and key stakeholders to translate business requirements and user needs into effective design solutions.

• Promote consistent, accessible, and user-centered experiences across the ServiceNow platform.

Requirements:

• 6+ years of professional experience in UX design.

• At least 2 years of hands-on ServiceNow user interface design experience across a minimum of four platform releases.

• At least 2 years of experience working with Employee Center (ESC).

• At least 2 years of experience working with Service Operations Workspace (SOW).

• Strong expertise in user research, journey mapping, and usability testing.

• Practical experience creating UX artifacts, including personas, empathy maps, wireframes, and prototypes.

• Experience designing and configuring experiences using ServiceNow UI Builder.

• Strong communication and stakeholder management skills.

• Ability to collaborate effectively with technical teams and business stakeholders.

Required Certifications and Badges:

• Employee Center Essentials badge.

• Service Operations Workspace (SOW) Bootcamp badge.

• UI Builder Fundamentals badge or certification.

Benefits:

• Hourly compensation: $70–$80 USD per hour.

• Fully remote work arrangement.

• Independent contractor engagement.

• ASAP start date.

• Opportunity to contribute to enterprise-level ServiceNow experience design initiatives.