ServiceNow Experience Architect

Job Summary The ServiceNow Experience Architect (Human-Centered Design Experience Designer) is responsible for shaping intuitive, efficient, and user-centered digital experiences with a strong focus on ServiceNow portal and catalog design. This role blends strategic experience, visioning with hands-on delivery, including user research, research synthesis, usability testing, and design reviews. Working closely with IT, platform teams, designers, and development teams, this position ensures that digital experiences align with user needs, business priorities, and ServiceNow platform capabilities. Key Responsibilities Conduct ongoing user research to inform experience direction, priorities, and decision-making. Develop and refine personas, journey maps, and experience frameworks. Support and influence experience roadmaps by aligning user insight, business value, and delivery constraints. Partner with stakeholders to define vision, goals, and success criteria for digital and ServiceNow portal experiences. Plan and facilitate usability tests, design reviews, and feedback sessions. Conduct qualitative and quantitative research and synthesize findings into actionable recommendations. Identify experience challenges, uncover root causes, and propose practical solutions. Contribute to discovery and research activities for both short-term delivery and long-term planning. Translate research insights into clear artifacts and guidance for delivery teams. Shape UX strategy and recommendations specifically for ServiceNow portal and catalog experiences, ensuring alignment with platform capabilities. Work closely with business partners to understand needs, constraints, and success measures. Collaborate with software engineers and ServiceNow developers to ensure design intent is maintained during implementation. Act as a bridge between business, design, and development teams to reduce friction and increase clarity. Present findings and recommendations in an honest, grounded, and actionable manner. Explore and pilot new research, design, and AI-enabled tools to improve workflow quality and efficiency. Stay informed about how AI is influencing user experience while applying strong human-centered judgment. Required Qualifications Bachelor's degree in UX, Design, HCI, Digital Strategy, Business, or equivalent professional experience. 3+ years of experience in UX, digital strategy, product design, or human-centered research roles. Strong grounding in Human-Centered Design principles, research methods, and experience synthesis. Experience supporting both strategic initiatives and hands-on delivery. Ability to work effectively within cross-functional, delivery-oriented teams. Experience designing, evaluating, or optimizing ServiceNow portals, catalog items, workflows, or service experiences. Understanding of ServiceNow platform capabilities and constraints as they relate to UX and portal design. Proficiency with Figma for collaborative design and design reviews. Familiarity with Jira or similar tools used within agile, sprint-based environments. Working knowledge of AI-powered tools for research or design, with willingness to learn and experiment. Familiarity with ServiceNow Studio, portal configuration, or collaborating with ServiceNow developers. Preferred Qualifications Experience with emerging design methods and AI-augmented workflows. Background in digital strategy, experience architecture, or advanced HCD research practices. Experience optimizing enterprise service experiences or workflow-based systems.