Senior ServiceNow UX Developer

📍 Job Overview

Job Title: Senior ServiceNow UX Developer

Company: Truist

Location: Atlanta, GA; Charlotte, NC; Raleigh, NC; Richmond, VA; Wilson, NC

Job Type: Full-Time

Category: Technology Operations / Application Development

Date Posted: March 25, 2026

Experience Level: 10+ years

Remote Status: On-site (5 days a week)

🚀 Role Summary

• Lead the design and development of intuitive, scalable, and accessible employee-facing experiences within the ServiceNow platform, with a primary focus on Employee Center Pro and modern UI patterns.

• Drive the user experience strategy for HR Service Delivery (HRSD) and Workplace Service Delivery (WSD) modules, translating complex requirements into simplified, journey-based digital interactions.

• Develop and maintain reusable UI components, widgets, and pages for Service Portal and Employee Center, ensuring adherence to platform standards and enterprise governance.

• Act as a technical expert, contributing to complex problem-solving, mentoring junior developers, and championing Agile methodologies to deliver high-quality, automated solutions.

📝 Enhancement Note: While the title is "Senior ServiceNow UX Developer," the core responsibilities and emphasis on platform development, component creation, and technical expertise indicate a strong alignment with technology operations and application development functions within a large enterprise. The role requires a deep understanding of user experience principles applied specifically within the ServiceNow ecosystem to enhance internal employee services.

📈 Primary Responsibilities

• Design, develop, and implement engaging employee-facing experiences using Employee Center Pro, focusing on user adoption, consistency, and usability across HRSD and WSD workflows.

• Build and maintain Service Portal/Employee Center pages, widgets, and custom UI components to support critical HR and workplace service journeys, such as onboarding, case management, and various request fulfillment processes.

• Translate user needs and business requirements into intuitive, journey-based digital experiences that simplify complex internal processes for employees.

• Develop the user interface layer for custom ServiceNow applications, creating forms, interactive elements, and guided flows that enhance user efficiency and satisfaction.

• Architect and develop reusable UI components and design patterns that can be effectively leveraged across multiple teams and service lines within Truist, promoting standardization and efficiency.

• Collaborate closely with platform developers, product owners, and Subject Matter Experts (SMEs) to ensure seamless integration of front-end designs with underlying data models, workflows, and system integrations.

• Participate in the full software development lifecycle, including testing, implementation, maintenance, and escalated support for complex ServiceNow solutions.

• Write and execute comprehensive unit tests to ensure the quality, performance, and reliability of developed UI components and applications.

• Act as a technical subject matter expert, providing consultation on challenging or unusual technical situations and mentoring less experienced team members to build collective technical expertise.

• Champion Agile methodologies, actively participate in user story refinement, and deliver high-quality, working software, focusing on automation of manual and reusable tasks in collaboration with business stakeholders.

📝 Enhancement Note: The primary responsibilities highlight a blend of strategic UX design and tactical, hands-on development within the ServiceNow platform. The emphasis on HRSD and WSD use cases, coupled with the need for reusable components and adherence to platform/enterprise standards, points to a role focused on enhancing internal operational efficiency and employee experience through technology.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum of eight to twelve years of progressive experience as a developer, with a significant portion focused on user interface development and application design.

• Demonstrated ability to lead complex technical projects from conception through implementation, ensuring successful delivery and adoption.

Required Skills:

• ServiceNow Platform Expertise: Deep, specialized knowledge of the ServiceNow platform, including its architecture, capabilities, and best practices for front-end development.

• UX/UI Development: Strong proficiency in designing and building user-centric interfaces, with a focus on modern UI patterns and intuitive user flows.

• ServiceNow UX Tools: Hands-on experience with ServiceNow's UI Builder and modern UX patterns is critical for developing cutting-edge employee experiences.

• Service Portal Development: Extensive experience developing and maintaining Service Portal pages, themes, widgets, and custom components.

• Front-End Technologies: Advanced skills in HTML, CSS, and JavaScript, including the ability to debug complex client-side behavior effectively.

• Agile Methodologies: Proven experience working within Agile development frameworks, including participation in sprint planning, backlog refinement, and continuous delivery practices.

• Problem-Solving: Sophisticated analytical skills to diagnose and resolve complex technical and business problems, often under pressure.

• Technical Mentorship: Ability to mentor and guide junior developers, sharing technical knowledge and fostering skill development within the team.

Preferred Skills:

• Employee Center Pro: Demonstrated, practical experience building and optimizing employee experiences specifically within ServiceNow's Employee Center Pro.

• HRSD & WSD Use Cases: Hands-on experience supporting and developing solutions for HR Service Delivery (HRSD) and Workplace Service Delivery (WSD) use cases, including portals, catalog items, and case management journeys.

• Client-Side Debugging: Advanced skills in debugging client-side JavaScript and understanding browser developer tools for performance analysis and issue resolution.

• Accessibility Standards: Understanding and application of accessibility best practices (e.g., WCAG) in UI design and development to ensure inclusive experiences.

• Enterprise Governance: Familiarity with enterprise governance frameworks and the ability to develop solutions that align with established standards and policies.

• ServiceNow Integrations: Knowledge of how front-end components interact with back-end workflows and integrations within ServiceNow.

📝 Enhancement Note: The "8-12 years of experience" requirement, combined with the "Senior" title and emphasis on technical leadership and complex problem-solving, positions this role as a senior individual contributor. The preferred skills strongly emphasize practical, hands-on experience with specific ServiceNow modules and front-end technologies, signaling a need for deep technical expertise rather than broad management capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow UX Case Studies: Showcase at least two to three detailed case studies demonstrating your experience designing and building user interfaces for ServiceNow applications, particularly with Employee Center Pro or Service Portal.

• Component Reusability Examples: Include examples of reusable UI components, widgets, or design patterns you have developed, highlighting how they were standardized and applied across different modules or applications.

• HRSD/WSD Project Examples: Present projects that specifically involved enhancing employee journeys within HR Service Delivery or Workplace Service Delivery modules, detailing the challenges, your approach, and the user impact.

• Code Samples & Demonstrations: Be prepared to share relevant code snippets (HTML, CSS, JavaScript) or provide live demonstrations of interactive elements and UI components you've built within the ServiceNow context.

Process Documentation:

• Workflow Simplification: Document instances where you translated complex business processes into simplified, intuitive user workflows within ServiceNow, illustrating the before-and-after user experience.

• UI Design & Development Process: Outline your typical process for taking user requirements from concept to a fully functional UI component, including design iterations, prototyping, development, and testing phases.

• Collaboration & Governance Adherence: Explain how you collaborate with platform engineers and stakeholders to ensure your UX designs align with platform standards, enterprise architecture, and governance policies.

• Performance Optimization Strategies: Detail your approach to optimizing front-end performance for ServiceNow applications, including techniques for efficient coding, asset management, and rendering.

📝 Enhancement Note: For a Senior ServiceNow UX Developer role, a portfolio is crucial. It needs to demonstrate not just technical proficiency but also a strategic understanding of user experience design within the specific constraints and capabilities of the ServiceNow platform, particularly Employee Center Pro and Service Portal. Highlighting process improvement and reusable components is key.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Coverage: Medical, Dental, and Vision insurance plans to support employee well-being.

• Life and Disability Protection: Life Insurance and Accidental Death and Dismemberment (AD&D) coverage, along with Disability Insurance to provide financial security.

• Retirement Planning: A 401k plan with potential company match and a Defined Benefit Pension Plan for long-term financial stability.

• Savings & Investment Opportunities: Access to Tax-Preferred Savings Accounts and potentially Restricted Stock Units (RSUs) and Deferred Compensation Plans for wealth accumulation.

• Paid Time Off: A generous PTO package including at least 10 vacation days, 10 sick days (both prorated based on hire date and status), and paid holidays.

• Professional Development: Opportunities for growth through company-sponsored learning and development programs.

Working Hours:

• This role operates on a standard 1st shift (daytime) schedule, typically around 40 hours per week. While the role is office-centric, there is potential for minimal travel (up to 10%). Overtime may be required based on business needs, as directed by management.

📝 Enhancement Note: The salary range is an estimation for a senior-level role in major US tech markets, considering the specified experience level and specialized skills. The benefits package is derived directly from the provided job description, highlighting Truist's comprehensive offerings for eligible full-time employees.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Truist is a large, established financial institution with tens of thousands of employees globally. This scale means operations and technology teams are highly structured, with defined processes and a significant impact on a broad user base.

Founded: Truist was formed in 2019 through the merger of BB&T and SunTrust, bringing together a rich history and a forward-looking strategy focused on innovation and client service.

Team Structure:

• Operations Focus: The role sits within a technology or application development team responsible for internal enterprise platforms like ServiceNow. This team likely comprises various specialists, including platform engineers, developers, administrators, and potentially business analysts or product owners.

• Reporting: As a Senior Individual Contributor, this role will likely report to a Development Manager or a Team Lead within the ServiceNow or broader Digital Experience/IT department. While not a management role, it requires leadership in technical execution and problem-solving.

• Cross-Functional Collaboration: Expect close collaboration with HR Service Delivery (HRSD) and Workplace Service Delivery (WSD) business units, IT infrastructure teams, security, and potentially other application development teams to ensure seamless integration and user experience across the enterprise.

Methodology:

• Agile Development: The team operates in an Agile environment, emphasizing iterative development, continuous integration, and rapid delivery of business value.

• User-Centric Design: A strong focus on user experience is evident, with an emphasis on translating business needs into intuitive, scalable, and accessible employee-facing applications.

• Platform Governance: Development must adhere to strict platform standards, enterprise governance policies, and security protocols inherent in a large financial institution.

Company Website: https://www.truist.com/

📝 Enhancement Note: Truist's status as a large financial institution implies a robust, process-driven environment with high standards for security, compliance, and operational efficiency. The "office-centric" requirement underscores a preference for collaborative, in-person work for this role.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

Operations Impact:

Growth Opportunities:

• Technical Specialization: Deepen expertise in ServiceNow UX, Employee Center Pro, UI Builder, and related front-end technologies, becoming a go-to expert for complex UI challenges.

• Cross-Functional Expertise: Gain broader understanding of HRSD and WSD processes and how technology supports these critical business functions.

• Mentorship & Leadership: Develop leadership skills through mentoring junior developers and potentially leading technical aspects of larger projects or initiatives.

• Enterprise Architecture Exposure: Contribute to the evolution of Truist's enterprise architecture and technology standards for internal platforms.

• Potential for Principal/Staff Roles: Advancement to Principal or Staff level individual contributor roles, focusing on architecture, strategic technical direction, and innovation.

📝 Enhancement Note: The description explicitly states this is an individual contributor path, equivalent in pay grade to an entry-level manager. This is a significant detail for career-oriented operations professionals who prefer technical depth over people management. Growth is focused on advancing technical expertise and influence.

🌐 Work Environment

Office Type:

Office Location(s):

• The role is based in one of the following Truist office locations:
  • Atlanta, GA (303 Peachtree Center Avenue)
  • Charlotte, NC
  • Raleigh, NC
  • Richmond, VA

Workspace Context:

• Collaborative Spaces: The office environment will likely feature a mix of dedicated workstations, open collaborative areas, meeting rooms equipped with technology, and potentially quiet zones for focused work.

• Technology Access: Employees will have access to standard office equipment, including PCs, and will be working with enterprise-level ServiceNow instances and development tools.

• Team Interaction: The expectation is for daily interaction with team members, both formally in meetings and informally through direct communication, fostering a connected and engaged team dynamic.

Work Schedule:

• The standard work schedule is the 1st shift (daytime hours), aligning with typical business operations. While the role is office-centric, minimal travel (up to 10%) may be required. Adherence to the scheduled hours, including potential overtime as needed, is expected.

📝 Enhancement Note: The emphasis on "office-centric 5 days a week" is a critical differentiator. This role is not for remote or hybrid workers; it requires a strong commitment to an on-site presence, likely to facilitate immediate collaboration and team integration within Truist's operational framework.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit.

• Technical Interview(s): Expect one or more in-depth technical interviews focusing on ServiceNow development, UX principles, front-end technologies (HTML, CSS, JavaScript), and experience with Employee Center Pro/Service Portal. These may involve coding challenges or architecture discussions.

• Portfolio Presentation: A dedicated session where you will present your portfolio, walking through key case studies, code examples, and demonstrating your problem-solving approach and impact.

• Behavioral/Situational Interviews: Questions designed to assess your ability to handle complex technical challenges, mentor teammates, collaborate effectively, and align with Truist's values.

• Final Round: Potentially an interview with senior leadership or stakeholders to confirm fit and discuss the strategic impact of the role.

Portfolio Review Tips:

• Focus on ServiceNow: Tailor your portfolio specifically to your ServiceNow development experience. Highlight projects using Employee Center Pro, Service Portal, UI Builder, HRSD, and WSD.

• Show, Don't Just Tell: For each project, provide concrete examples: screenshots, brief demo videos, or interactive prototypes. Explain the problem, your solution, the technologies used, and the measurable impact (e.g., improved user satisfaction, reduced process time, increased adoption).

• Structure for Clarity: Organize your portfolio logically. Use clear headings for each project, detailing your role, the challenges faced, your technical approach, and the outcomes.

• Highlight Reusability: Emphasize any reusable components, widgets, or design patterns you created and how they contributed to efficiency or standardization across the platform.

• Code Quality: Be prepared to discuss your code, its structure, efficiency, and adherence to best practices. Clean, well-commented code samples are a plus.

• Explain Trade-offs: Demonstrate critical thinking by discussing design decisions, potential trade-offs, and how you arrived at your final solution.

Challenge Preparation:

• ServiceNow Development Scenarios: Prepare for scenarios involving common ServiceNow development tasks, such as creating custom widgets, building forms, configuring workflows, or debugging client-side scripts.

• UX Design Principles: Review core UX principles and be ready to apply them to designing internal employee portals and service request forms. Consider accessibility, usability, and information architecture.

• Agile Process Understanding: Be ready to discuss your experience in an Agile environment, including sprint participation, user story refinement, and collaboration with product owners.

• Problem-Solving Approach: Practice articulating how you approach complex technical problems, breaking them down, and developing innovative solutions.

📝 Enhancement Note: The interview process for a senior technical role like this will heavily emphasize practical application and problem-solving. A well-prepared, ServiceNow-centric portfolio is essential for demonstrating the required skills and experience, especially for the specific modules mentioned.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: The core development environment, including modules like Employee Center Pro, Service Portal, HRSD, and WSD.

• UI Builder: A key tool for modern ServiceNow front-end development, crucial for building dynamic and responsive user interfaces.

• Service Portal Designer: For developing and customizing Service Portal pages, widgets, and themes.

• ServiceNow Studio: The IDE for developing custom applications and components within ServiceNow.

• Version Control System (e.g., Git): Likely used for managing code changes, though ServiceNow has its own development instances and update sets. Understanding branching and merging strategies is beneficial.

Analytics & Reporting:

• ServiceNow Performance Analytics: For tracking the performance of ServiceNow applications, user adoption, and service delivery metrics.

• Browser Developer Tools: Essential for front-end debugging, performance profiling, and analyzing client-side behavior (e.g., Chrome DevTools, Firefox Developer Tools).

CRM & Automation:

• ServiceNow ITSM/HRSD/WSD Modules: While not a CRM in the traditional sense, these modules manage service requests, cases, and workflows, automating many internal processes.

• ServiceNow Flow Designer/IntegrationHub: Potentially used for automating workflows and integrating with other enterprise systems, though front-end development is the primary focus.

📝 Enhancement Note: The technology stack is heavily centered around the ServiceNow ecosystem. Proficiency in ServiceNow's native development tools, particularly those for front-end and portal development (UI Builder, Service Portal), is paramount. General web development technologies (HTML, CSS, JavaScript) are the foundation for this specialized development.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A strong commitment to designing and building solutions that prioritize the end-user experience, making internal services intuitive and easy to access.

• Excellence in Execution: A drive to deliver high-quality, performant, and reliable solutions that meet rigorous enterprise standards, especially within the financial services industry.

• Collaboration and Teamwork: Emphasis on working effectively within a team, sharing knowledge, and supporting colleagues to achieve common goals.

• Continuous Improvement: A proactive approach to identifying opportunities for process optimization, automation, and enhancing existing solutions.

• Innovation: Encouraging the exploration of new technologies and approaches to solve complex problems and improve efficiency, within established governance frameworks.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with business stakeholders (HR, Workplace Services), platform engineers, architects, and QA teams to ensure alignment and successful project delivery.

• Agile Participation: Active participation in Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives, fostering an environment of open communication and feedback.

• Knowledge Sharing: A culture that encourages sharing best practices, technical insights, and learnings through code reviews, documentation, and informal discussions, particularly within the development team.

📝 Enhancement Note: Truist's culture, as a large financial institution, likely emphasizes professionalism, collaboration, and a strong adherence to established processes and values, balanced with a drive for innovation in technology to serve its employees and clients.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing UX Innovation with Platform Governance: Developing cutting-edge user experiences while strictly adhering to ServiceNow platform capabilities, enterprise architecture standards, and security policies.

• Complex Stakeholder Management: Effectively translating diverse requirements from various business units (HRSD, WSD) into cohesive and user-friendly solutions.

• Maintaining Performance and Scalability: Ensuring that custom UI components and applications remain performant and scalable as the ServiceNow platform and user base grow.

• Keeping Pace with ServiceNow Updates: Adapting to frequent platform updates and new feature releases from ServiceNow, ensuring compatibility and leveraging new capabilities effectively.

• On-Site Requirement: For candidates accustomed to remote work, the mandatory 5-day on-site presence represents a significant adjustment.

Learning & Development Opportunities:

• Advanced ServiceNow Certifications: Pursuing specialized certifications in ServiceNow development, UX design, or specific modules like HRSD/WSD.

• Exposure to Enterprise Architecture: Gaining insights into how large-scale enterprise systems are designed, integrated, and governed within a major financial institution.

• Mentorship Programs: Opportunities to mentor junior developers and learn from senior technical leaders within Truist's IT organization.

• Industry Conferences & Training: Potential for attending relevant ServiceNow or UX industry events and training sessions to stay abreast of the latest trends and best practices.

• Career Path as Technical Expert: Developing a career path focused on deepening technical expertise and becoming a recognized authority in ServiceNow UX development, without the necessity of moving into management.

📝 Enhancement Note: The challenges highlight the complexities of working within a large, regulated enterprise environment. The growth opportunities are geared towards deepening technical mastery and strategic influence within the ServiceNow domain, aligning with the senior individual contributor career path.

💡 Interview Preparation

Strategy Questions:

• ServiceNow UX Strategy: "Describe your approach to designing user experiences for ServiceNow Employee Center Pro. How do you balance user needs with platform constraints and enterprise standards?" (Prepare to discuss design thinking, user journey mapping, and iterative development).

• Component Reusability: "Can you provide an example of a reusable UI component you developed in ServiceNow? What was the process, and how did it benefit other teams or projects?" (Focus on modular design, documentation, and adoption strategies).

• Problem-Solving in ServiceNow: "Walk me through a complex technical or UX challenge you faced while developing for ServiceNow. How did you diagnose the issue, what steps did you take, and what was the outcome?" (Use the STAR method and emphasize analytical thought).

Company & Culture Questions:

• Truist Values: "How do your personal work values align with Truist's emphasis on user-centricity, excellence, and collaboration?" (Research Truist's stated values and connect your experience to them).

• Agile Experience: "Describe your role and contributions within an Agile development team. How do you handle sprint planning, user story refinement, and feedback loops?" (Be ready to discuss your active participation and contribution to Agile ceremonies).

• On-Site Preference: "This role is office-centric. What are your thoughts on working on-site 5 days a week, and how do you contribute to a collaborative office environment?" (Express enthusiasm for in-person collaboration and team building).

Portfolio Presentation Strategy:

• Curate Selectively: Choose 2-3 of your strongest, most relevant ServiceNow UX projects. Prioritize those that showcase Employee Center Pro, Service Portal, HRSD/WSD, and reusable components.

• Storytelling with Data: For each project, clearly articulate the business problem, your role and approach, the technical solutions implemented, and the quantifiable business impact (e.g., user adoption rates, efficiency gains, satisfaction scores).

• Demonstrate Technical Depth: Be ready to dive into code snippets, explain design decisions, and discuss challenges overcome. Show your understanding of HTML, CSS, JavaScript, and ServiceNow-specific development techniques.

• Practice Your Pitch: Rehearse your presentation to ensure it flows well, stays within the allotted time, and clearly communicates your value proposition as a Senior ServiceNow UX Developer.

📝 Enhancement Note: Preparing specific examples related to ServiceNow UX, particularly Employee Center Pro and the mentioned modules, will be key. Demonstrating an understanding of enterprise-level development and collaboration within a structured environment is also crucial.

📌 Application Steps

To apply for this Senior ServiceNow UX Developer position:

• Submit Your Application: Navigate to the Truist careers portal via the provided link and complete the online application form.

• Tailor Your Resume: Ensure your resume highlights your extensive experience with ServiceNow development, specifically mentioning Employee Center Pro, Service Portal, UI Builder, HRSD, and WSD. Quantify your achievements with metrics where possible.

• Prepare Your Portfolio: Assemble a comprehensive portfolio showcasing your ServiceNow UX projects. Include case studies, code samples, and be ready to present them effectively. Focus on demonstrating your ability to create intuitive, scalable, and reusable user experiences.

• Research Truist: Familiarize yourself with Truist's company culture, values, and its role in the financial services industry. Understand their commitment to employee experience and digital transformation.

• Practice Interview Responses: Prepare for technical questions about ServiceNow development, UX principles, and front-end technologies, as well as behavioral questions about teamwork, problem-solving, and your experience in Agile environments.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions based on the provided data. All details, particularly regarding salary ranges and specific interview processes, should be verified directly with the hiring organization during the application and interview stages.