ServiceNow
We deliver digital workflows that create great experiences and unlock productivity.
San Francisco, CA

UX Consultant, Platform Workflows at ServiceNow

| San Francisco, CA
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
What you get to do in this role:
This role is part of the Creator Workflows and Platform Expert Services team and will be a functional and technical expert of ServiceNow's front end technologies. The ideal candidate for this role is passionate about the intersection of human needs and business impact. They thrive in a fluid work environment, are a self-motivated partner, leader and hands on maker working across the variety of industries, and synthesizing diverse perspectives. An exceptional designer OR developer with some capability in the other discipline, will also be considered.
What you get to do in this role:
  • Build ServiceNow user experiences considering customer design, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
  • Lead customer design workshops around Service Portal, Workspace and Mobile
  • Transform co-created future state narrative design into an experience, then enhance and refine through validation of design concepts
  • Act as a liaison between customer and third-party design/creative teams and customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security
  • Draft technically focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
  • Create and deliver front end solutions that consider long term technical architecture, process design and ServiceNow technical standards
  • Support the engagement efforts related to Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders
  • Advise customers in their efforts to take advantage of the ServiceNow Front End capabilities in their efforts to improve their existing processes and user experiences
  • Guide and provide ad-hoc oversight and enablement for the customer's future administrators throughout the engagement
  • Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes
  • Juggle multiple and complex projects/initiatives
  • Promote continuous improvement practices for delivery/engagement materials
  • Support specific sales activities when required
  • Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem upon request
  • Travel depending on customer needs and internal meetings, potentially up to 25%.

Qualifications
To be successful in this role you have:
  • At least 5 years of configuration or development experience - ServiceNow app dev, web development, integrations, ServiceNow portal, workspace and mobile solutions
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
  • Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consult on UX related projects
  • Experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
  • Applying a User-Centered Design mindset and methodology when working on product designs
  • Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
  • Proven team player and team builder

Special consideration will be given to those with the below experience:
  • Bachelor's degree or certifications (Human-Computer Interaction or a related field)
  • Experience in conceptualization, design strategy, UX, and art direction of prototypes
  • Familiarity with collaboration, design and prototyping tools such as Miro, Sketch, inVision, Figma, Adobe Photoshop, and Adobe Illustrator
  • Experience with user research such as:
    • Conducting User Interviews, Usability Studies, Card Sorting, Surveys, etc.
    • Formulating data into presentable format of personas, research findings, and customer journey maps
  • Understanding native mobile, web application, and responsive web design experience
  • Command of design basics: readability, iconography, color, and spatial relationships
  • ServiceNow certifications such as System Administrator (CSA), Application Development (CAD), Service Portal, and Virtual Agent are beneficial

FD21
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work Personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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