UI/UX Designer to improve the usability and adoption of key workflows across the ServiceNow platform. ID 26-013

Our UI/UX Designer to improve the usability and adoption of key workflows across the ServiceNow platform. ID 26-013

Location: Oshawa - on site 2 days a week

Duration: 2 years

Work hours: 35 hours/week

**must be eligible for enhanced reliability security clearance**

Job Overview

The User Interface and User Experience Designer is responsible for understanding employee needs, mapping current and future journeys, and designing intuitive, accessible, and consistent experiences across the ServiceNow platform. This role improves the usability and adoption of key workflows in Information Technology Service Management, Human Resources Service Delivery, Security Incident Response, and Vendor Risk Management, while establishing a scalable design system and experience roadmap aligned to business outcomes.

Experience Strategy and Roadmap

• Create a multi‑quarter experience roadmap for the ServiceNow platform, aligned with business outcomes such as request resolution time, employee satisfaction, case deflection, and policy compliance.
• Prioritize improvements using evidence from research, analytics, and service performance data.

Employee Research and Insights

• Plan and conduct interviews, contextual inquiries, surveys, moderated and unmoderated usability tests, and accessibility evaluations.
• Synthesize findings into personas, journey maps, service blueprints, and opportunity backlogs that directly inform designs.

Information Architecture and Navigation

• Define clear content structure, navigation patterns, and search experience for the ServiceNow employee portal and workspaces.
• Organize knowledge articles, catalog items, and case entry points to reduce time to find and time to complete tasks.

Interface and Interaction Design

• Design end‑to‑end flows for requests, approvals, incidents, cases, and risk assessments, including edge cases and error states.
• Produce wireframes, interactive prototypes, and high‑fidelity mockups that leverage native ServiceNow capabilities and proven patterns.

Design System and Standards

• Establish and maintain a ServiceNow design system including components, styles, content guidelines, and accessibility criteria based on the Web Content Accessibility Guidelines.
• Document usage guidance and contribute reusable templates for request forms, knowledge articles, service catalogs, and workspace layouts.

Content Design and Clarity

• Write clear, concise, and inclusive microcopy for buttons, labels, help text, validation messages, and notifications.
• Partner with knowledge managers to improve article structure, reading level, and search relevance.

Accessibility and Inclusion

• Ensure all experiences meet the Web Content Accessibility Guidelines Level Two, including keyboard navigation, color contrast, focus order, and screen reader support.
• Conduct regular audits and guide engineers on remediation steps.

Measurement and Continuous Improvement

• Define success measures such as task success rate, time on task, error rate, satisfaction score, adoption rate, request deflection rate, and resolution time.
• Build and maintain an experience scorecard for leadership visibility; run experiments and release iterations that improve these measures.

Collaboration and Delivery

• Work closely with product owners, platform engineers, business analysts, process owners, and change management teams to deliver designs that are feasible, secure, and cost‑effective.
• Provide design specifications, assets, and acceptance criteria; review builds and conduct usability validation before release.

Qualifications

• Must‑Have: A bachelor’s degree or equivalent practical experience in user experience design, interaction design, digital design, or a related field, with formal training in human‑centered and accessible design principles.
• Must‑Have: At least five years of experience designing user experiences for enterprise or internal service platforms, supported by a portfolio demonstrating research, workflow design, and usability improvements.
• Must‑Have: Strong skills in user research, journey mapping, interface design, and content clarity, with the ability to translate employee needs and business requirements into intuitive digital experiences.
• Preferred: Experience designing within the ServiceNow platform or similar workflow‑based systems, including service portals, request forms, case management, and self‑service content.
• Preferred: Professional certifications or formal training in user experience, service design, accessibility standards, or ServiceNow application or platform design.