ServiceNow Experience Designer

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August 8

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Apside

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B2B • SaaS • Cybersecurity

Apside is an international digital services company that supports its clients in creating value and addressing strategic challenges with a strong focus on technology and societal performance. The company provides technological expertise particularly in cybersecurity, data and artificial intelligence (AI), and cloud services. Additionally, Apside offers cross-cutting solutions in digital learning and consulting, as well as specialized support for disabilities through Apsid’EA. With over 3,000 employees across 28 international agencies, Apside serves a diverse range of sectors including industry, banking, insurance, and public services. The company prides itself on its ability to integrate into and understand the specific needs of its clients' industries to ensure the success of their projects.

1001 - 5000 employees

Founded 36 years

🤝 B2B

☁️ SaaS

🔒 Cybersecurity

📋 Description

• Design and Implementation: Lead the design of user-centered experiences within the ServiceNow Customer Service Management (CSM) module, ensuring service workflows meet business needs and are technically feasible within platform constraints. • User Research: Conduct user research to understand the needs, pain points, and service expectations of internal teams and external customers. Use insights to inform design decisions and service improvements. • Requirements Gathering: Collaborate with Product Owners and Business Analysts to capture and articulate user needs through features, user stories, and acceptance criteria. Support workshop design and facilitation to gather requirements and identify measurable UX and service interaction improvements. • Prototyping and Testing: Develop wireframes, prototypes, and mock-ups. Conduct usability testing to validate and refine designs based on user feedback and service performance. • UX Writing: Create clear, concise, and intuitive UX content using plain language. Ensure content is structured and labeled to support user understanding and aligned with ServiceNow capabilities. • Inclusive Design: Ensure all designs meet accessibility standards (WCAG 2.2) and comply with the Accessible Canada Act. Collaborate with accessibility SMEs to proactively address inclusive design needs. • User Flows: Optimize user flows across the ServiceNow CSM module to improve efficiency, reduce friction, and enhance the overall customer, partner, and employee experience. • Collaboration: Work closely with cross-functional teams including product owners, developers, business analysts, and service delivery teams to ensure design alignment with business goals and technical feasibility. • Security & Privacy Considerations: The designer must be aware of data privacy and security best practices and collaborate with compliance teams to ensure all designs meet CLIENT’s standards. • Design Systems: Apply ServiceNow’s Horizon design system to create consistent, intuitive, and visually appealing interfaces. Ensure alignment with any custom design systems in use across the organization and work collaboratively with other designs in the ServiceNow ecosystem to ensure consistency across the experiences. • Design Excellence: Partner with other UX and service design practitioners to uphold high standards of design quality and consistency. Stay current with best practices in UX/UI design, ServiceNow platform capabilities, and accessibility. • Agility: Work within agile teams using Scrum or Kanban methodologies. Take ownership of deliverables, estimate effort, and maintain visibility in agile work management tools such as Azure DevOps (ADO) or Planview. • Specific Project Requirements: Design must align with ServiceNow platform constraints and leverage out-of-the-box capabilities. Deliverables must support CIU’s operational goals including SLA adherence and workflow efficiency. UX must be optimized for customer, partner, and employee interactions. Designer must collaborate with client’s automation teams to ensure compatibility with existing RPA bots. Expected deliverables include: User research summary, Journey maps and personas, Wireframes and prototypes, Accessibility compliance documentation, Usability testing results.

🎯 Requirements

• Empathy: Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done. • Accessibility: Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act. • Communication: Excellent communication skills, with the ability to present and explain design concepts to both technical and non-technical stakeholders. • Team Player: Ability to collaborate effectively within cross-functional teams, be proactive and build strong alignment across various teams and a diverse set of stakeholders. Experience with agile ways of working and matrixed environments would be considered an asset. • Stakeholder Management: Ability to manage a diverse set of stakeholders across a matrixed organization, ensuring organized workshops that drive alignment and user-centric decision-making.