Senior Technical Consultant - ServiceNow UI / UX (EMEA-based)

📍 Job Overview

Job Title: Senior Technical Consultant - ServiceNow UI / UX (EMEA-based) Company: ServiceNow Location: London, United Kingdom (EMEA-based, Remote OK) Job Type: Full-time Category: Technical Consulting / Operations Technology Date Posted: October 16, 2025 Experience Level: Mid-Senior Level (5-10 years implied) Remote Status: Hybrid / Remote Flexible (EMEA-based, can be based from any country ServiceNow has an entity in EMEA)

🚀 Role Summary

• This role is pivotal in driving the adoption and effective utilization of ServiceNow's platform by focusing on the user experience of its core applications and custom solutions.
• You will be instrumental in designing, implementing, and optimizing intuitive, modern, and scalable user interfaces and experiences within the ServiceNow ecosystem, particularly leveraging UI Builder.
• This position requires a blend of deep technical expertise in ServiceNow's UI/UX capabilities and strong client-facing consulting skills to translate business needs into actionable technical solutions.
• As a Senior Technical Consultant, you will mentor junior team members, contribute to pre-sales efforts, and act as a subject matter expert in UI/UX best practices for the ServiceNow platform.

📝 Enhancement Note: The role is explicitly "EMEA-based" and "Remote OK," indicating a high degree of flexibility for candidates across the European, Middle Eastern, and African regions, provided they can work from a country where ServiceNow has a legal entity. The implied experience level of 5-10 years aligns with a "Senior" title and the expectation of independent project delivery and client advisory.

📈 Primary Responsibilities

• Project Delivery Leadership: Act as the primary technical liaison for client projects, ensuring the successful design and implementation of ServiceNow user experiences, including UI Builder, configurable workspaces, portals, and mobile applications.
• Technical Implementation & Customization: Lead hands-on development and configuration within ServiceNow, with a strong emphasis on UI Builder for page design, event handling, data resources, and macroponents.
• Solution Architecture & Best Practices: Define and architect detailed technical solutions that align with client business needs, ServiceNow best practices, and modern UX/UI principles, including usability, accessibility, and scalability.
• Client Advisory & Pre-Sales Support: Partner with pre-sales teams to scope engagements, deliver compelling demos and prototypes, and advise customers on UI/UX strategy and ServiceNow platform capabilities.
• Mentorship & Knowledge Sharing: Mentor junior consultants, provide guidance on UX/UI best practices within ServiceNow, and serve as an escalation point for complex technical and design challenges.
• Feedback & Collaboration: Collaborate with ServiceNow product teams to provide feedback on UI Builder and other UX/UI features, contributing to the evolution of the platform.
• AI Integration: Leverage experience or a strong willingness to integrate AI into work processes, decision-making, and problem-solving within the context of ServiceNow solutions.

📝 Enhancement Note: The responsibilities highlight a dual focus on direct client project delivery and strategic pre-sales/advisory work, common for senior consulting roles. The emphasis on UI Builder and specific technical components (variants, properties, handlers, binding, data resources, macroponents) indicates a need for hands-on, deep technical expertise in this area. The inclusion of AI integration suggests a forward-looking approach to technology adoption.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a Bachelor's degree in Computer Science, Information Technology, Design, or a related field is typically expected for senior technical consulting roles. Equivalent practical experience will also be considered.

Experience:

• A minimum of 5-10 years of experience in technical consulting, software development, or a related field, with a significant portion focused on UI/UX design and implementation.
• Proven track record of successfully delivering complex technical projects, preferably within the ServiceNow ecosystem.

Required Skills:

• ServiceNow UI Builder Expertise: Strong hands-on experience with UI Builder, including page design configuration (variants, properties, etc.), events (handlers and binding), data resources, macroponents, modal dialogs, and viewports.
• UX/UI Principles: Solid understanding of user experience and user interface design principles, including accessibility standards, responsive design, and information architecture.
• ServiceNow Platform Knowledge: Proficiency in core ServiceNow capabilities such as Workflow Studio, Flow Designer, JavaScript, REST/SOAP APIs (including MID Servers), and Single Sign-On.
• Web Technologies: Proficiency in core web technologies including JavaScript, HTML, and CSS.
• Client-Facing Skills: Excellent communication, presentation, and interpersonal skills, with a customer-centric attitude.
• Technical Advisory: Ability to advise customers on technical strategies and analyze product strategies based on business priorities.
• Language Proficiency: Essential fluency in English.
• AI Integration: Experience or willingness to leverage AI in work processes and problem-solving.

Preferred Skills:

• ServiceNow Portals & Mobile: Experience with ServiceNow portal and mobile application implementations.
• ServiceNow NowAssist: Experience and/or willingness to grow in ServiceNow NowAssist products.
• Additional Languages: Fluency in French or German is preferred, indicating a need for regional client support.
• Cross-functional Collaboration: Experience working with diverse teams and fostering collaborative environments.

📝 Enhancement Note: The emphasis on "hands-on expertise" in UI Builder is critical. The "5-10 years" implied experience level is significant for a "Senior" role, suggesting candidates should be ready to lead and mentor. The preference for French or German points to specific market needs within EMEA.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• UI Builder Case Studies: Demonstrate practical application of UI Builder for creating custom workspaces, portals, or enhanced user interfaces on the ServiceNow platform. Showcase specific configurations, event handling, and data resource implementations.
• UX/UI Design Examples: Provide examples of how you've applied UX/UI principles (usability, accessibility, responsive design) in previous projects, ideally within a SaaS or enterprise software context.
• ServiceNow Project Deliverables: Showcase successful project delivery examples involving ServiceNow, highlighting your role in technical solutioning, implementation, and client interaction.
• Technical Solutioning Examples: Present instances where you've architected and detailed technical solutions that effectively meet client business needs and integrate with existing systems.

Process Documentation:

• Workflow Optimization: Evidence of designing and optimizing workflows within ServiceNow or similar platforms to enhance user experience and operational efficiency.
• System Integration: Examples of integrating ServiceNow with other systems using REST/SOAP APIs, demonstrating understanding of data flow and interoperability.
• Performance Analysis: Showcase instances where you've analyzed the performance of UI components or user journeys and implemented improvements.

📝 Enhancement Note: For a Senior Technical Consultant role focused on UI/UX, a portfolio demonstrating practical application of UI Builder and core web technologies within the ServiceNow context is paramount. The ability to articulate process improvements and system integrations will be key for showcasing technical depth and problem-solving capabilities.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior Technical Consultants with 5-10 years of experience in the ServiceNow ecosystem, specializing in UI/UX, and considering the EMEA region (particularly London, UK), a competitive salary range would typically fall between £70,000 - £100,000 per annum. This can vary significantly based on specific country of employment within EMEA, individual experience, and the precise scope of responsibilities.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage.
• Retirement Savings Plan: Pension contributions or similar retirement savings schemes (e.g., 401k in the US, appropriate schemes in EMEA countries).
• Generous Paid Time Off: Vacation days, sick leave, and public holidays, with potential for increased allocation based on tenure.
• Professional Development: Opportunities for training, certifications, and attending industry conferences (e.g., Knowledge, K1).
• Stock Options/Equity: Potential for Restricted Stock Units (RSUs) or other equity grants, common for senior roles at global tech companies.
• Flexible Work Arrangements: Support for remote and hybrid work models, as indicated by the role's remote flexibility.
• Employee Assistance Programs: Resources for mental health and well-being support.
• Life Insurance and Disability Coverage: Standard provisions for employee protection.

Working Hours:

• The standard working hours are likely 40 hours per week, with flexibility. Given the EMEA-wide scope and potential client interactions across different time zones, some evening or early morning work may be required, but this should be balanced with overall flexibility and time off in lieu or through generous vacation policies.

📝 Enhancement Note: The salary estimate is based on market data for similar senior technical consulting roles in major EMEA tech hubs like London, considering the specific skillset in ServiceNow UI/UX. Benefits are standard for a global enterprise technology company like ServiceNow. The "EMEA-based" and "Remote OK" status implies a need for understanding and adhering to local employment laws and benefits packages across different countries.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Cloud Computing / IT Service Management (ITSM) / Artificial Intelligence. ServiceNow is a leader in digital workflow automation. Company Size: Large Enterprise (implied by ServiceNow's global presence and 8,100+ customers, including 85% of the Fortune 500). Founded: 2004. ServiceNow has grown from a visionary startup to a global market leader, known for its innovative, AI-enhanced cloud platform.

Team Structure:

• Operations/Consulting Team: This role sits within a broader consulting or professional services organization, likely structured by technology domain (e.g., ITSM, CSM, HRSD, Platform) and/or by region.
• Reporting Structure: The Senior Technical Consultant will likely report to a Consulting Manager or Practice Lead, with direct collaboration with project managers, fellow consultants, and client stakeholders.
• Cross-functional Collaboration: Close collaboration with sales/pre-sales teams, product management, engineering, and customer success organizations.

Methodology:

• Agile & Iterative Development: ServiceNow's platform development and consulting engagements often follow Agile methodologies, emphasizing iterative delivery and continuous feedback.
• Data-Driven Decision Making: Emphasis on using data and analytics to understand user behavior, system performance, and business impact to drive improvements.
• Best Practice Adoption: A strong focus on adhering to and promoting ServiceNow's established best practices for implementation, customization, and user experience.

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

📝 Enhancement Note: ServiceNow's culture is described as innovative, customer-centric, and focused on making the world work better. The "global market leader" status implies a professional, structured, and results-oriented environment. The emphasis on AI integration suggests a culture that embraces cutting-edge technology.

📈 Career & Growth Analysis

Operations Career Level: Senior Technical Consultant. This is a senior individual contributor role, requiring deep subject matter expertise and the ability to influence technical direction and client strategy. It's a key position in the professional services arm, bridging technical execution and client advisory. Reporting Structure: You will report to a management layer within the Professional Services or Consulting organization, likely a Consulting Manager or Practice Lead, with strong dotted-line reporting to project leads for specific client engagements. Operations Impact: Your work directly impacts client satisfaction, the successful adoption of the ServiceNow platform, and the realization of business value through optimized digital workflows and user experiences. This role is critical for client retention and expansion, as a positive UI/UX is fundamental to user adoption and efficiency gains.

Growth Opportunities:

• Technical Specialization: Deepen expertise in specific ServiceNow modules, advanced UI Builder features, or emerging technologies like AI (e.g., NowAssist).
• Leadership & Management: Progress into roles such as Lead Technical Consultant, Practice Manager, or Solution Architect, leading teams and defining strategic technical direction.
• Client Relationship Management: Develop stronger client advisory skills, moving towards trusted advisor status for key accounts.
• Product Collaboration: Influence the future roadmap of ServiceNow products through active feedback and contribution to product teams.
• Global Mobility: With an EMEA-wide remit, opportunities to work on diverse projects across different countries and cultures.

📝 Enhancement Note: This role offers clear pathways for both technical deepening and leadership progression within ServiceNow's global professional services organization. The impact is significant, as UI/UX is a direct driver of platform adoption and client success.

🌐 Work Environment

Office Type: Hybrid/Flexible. ServiceNow has adopted a "new world of work" approach with defined work personas. This role is categorized as "flexible" or "remote," meaning you can work from home or an office location as needed, with the flexibility to be based from any ServiceNow entity in EMEA. Office Location(s): While the role is remote-flexible, ServiceNow has offices in major European cities. The primary listed office is in London, UK, but the role explicitly states it can be based from any country ServiceNow has an entity in EMEA. Workspace Context:

• Collaborative Environment: Expect a highly collaborative environment, both with your immediate ServiceNow team (consultants, project managers) and with client teams. Regular virtual meetings, workshops, and potentially on-site client visits will be part of the workflow.
• Tools & Technology: Access to ServiceNow's internal tools, communication platforms (e.g., Slack, Teams), and development environments. The role heavily relies on the ServiceNow platform itself.
• Team Interaction: Opportunities to engage with a diverse, global team of experts, fostering knowledge sharing and best practice exchange through internal communities and forums.

Work Schedule:

• Standard business hours apply, but with significant flexibility to accommodate client needs across different EMEA time zones. This might involve some non-traditional working hours to support global client projects or urgent client requests, balanced by the flexibility of the remote arrangement.

📝 Enhancement Note: The "flexible" work persona and "EMEA-based, Remote OK" designation are key. Candidates should be comfortable working autonomously and managing their time effectively across various client locations and time zones, while leveraging ServiceNow's internal collaboration tools.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and conduct an initial screening call to assess your qualifications and fit.
• Technical Interview(s): Expect one or more interviews focused on your technical expertise, particularly with ServiceNow UI Builder, JavaScript, HTML/CSS, and UX/UI principles. These may involve scenario-based questions, code reviews, or problem-solving exercises.
• Consulting Skills Interview: An assessment of your client-facing skills, communication abilities, ability to advise clients, and experience in project delivery. This might include behavioral questions and case studies.
• Portfolio Presentation: You will likely be asked to present a selection of your work, demonstrating your UI/UX design and implementation skills, with a focus on ServiceNow projects.
• Final Interview: A discussion with senior leadership or a panel to assess overall fit, strategic thinking, and alignment with ServiceNow's culture and values.

Portfolio Review Tips:

• Showcase UI Builder Mastery: Include detailed examples of your work with ServiceNow UI Builder. Highlight specific challenges you solved, configurations you made, and the impact on user experience.
• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your UI/UX implementations. This could include improvements in task completion time, user satisfaction scores, reduction in support tickets related to UI confusion, or adoption rates.
• Structure Your Cases: For each portfolio piece, clearly articulate the problem statement, your proposed solution, the technologies used (especially UI Builder features), your role, and the measurable outcomes.
• Highlight Client Interaction: If possible, include examples that show your ability to consult with clients, understand their needs, and translate them into effective UI/UX solutions.
• Accessibility & Responsiveness: Be prepared to discuss how you ensured accessibility standards and responsive design principles were applied in your work.

Challenge Preparation:

• UI/UX Problem Solving: Be ready to tackle hypothetical UI/UX problems within the ServiceNow context, such as improving a specific module's interface or designing a new portal experience.
• Code Snippets: Prepare to discuss or even write small JavaScript snippets related to UI Builder event handlers, data resources, or custom components.
• Client Scenario: Practice articulating how you would approach a client request for a new UI feature or a redesign, from discovery to implementation.

📝 Enhancement Note: A strong portfolio is crucial for this role. Candidates should prepare to demonstrate not just technical proficiency but also the ability to translate technical solutions into tangible business value for clients. The interview process will likely be rigorous, assessing both technical depth and consulting acumen.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Core expertise required across various modules, with a specific focus on UI Builder, Service Portal, and potentially Mobile Studio.
• JavaScript (Client-side & Server-side): Essential for UI customization, event handling, and integration scripting.
• HTML5 & CSS3: Fundamental for front-end development and styling within ServiceNow's UI framework.
• ServiceNow UI Builder: The central tool for this role, requiring deep knowledge of its components, configurations, and capabilities.
• ServiceNow Service Portal: Experience with legacy or current Service Portal development and customization.

Analytics & Reporting:

• ServiceNow Reporting & Dashboards: Ability to create and interpret reports and dashboards for monitoring UI performance and user adoption.
• Browser Developer Tools: Proficiency in using browser-based developer tools for debugging UI issues and analyzing performance.

CRM & Automation:

• ServiceNow Flow Designer/Workflow Studio: For understanding and potentially interacting with backend automation that drives UI actions.
• REST/SOAP APIs: For integrating ServiceNow UI components with external systems or internal platform services.
• MID Servers: Understanding their role in facilitating integrations for on-premises data.

📝 Enhancement Note: The technology stack is heavily ServiceNow-centric, with a pronounced emphasis on UI Builder, alongside foundational web development technologies. Proficiency in JavaScript, HTML, and CSS is non-negotiable for effective UI customization.

👥 Team Culture & Values

Operations Values:

• Innovation: Embracing new technologies and methodologies to improve user experiences and platform capabilities.
• Customer Success: A relentless focus on delivering value and ensuring client satisfaction through exceptional service and solutions.
• Collaboration: Working effectively across teams, geographies, and disciplines to achieve shared goals.
• Excellence: Striving for high quality in all aspects of work, from technical implementation to client communication.
• Integrity: Upholding ethical standards and building trust with clients and colleagues.
• Data-Driven: Using data to inform decisions, measure impact, and drive continuous improvement.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with sales, pre-sales, product management, and other consulting teams, requiring strong communication and negotiation skills.
• Peer-to-Peer Learning: A culture that encourages sharing knowledge, best practices, and challenges among consultants to foster collective growth.
• Client Partnerships: Building strong, collaborative relationships with clients, acting as a trusted advisor to guide their digital transformation journey.

📝 Enhancement Note: ServiceNow's stated purpose is to "make the world work better for everyone." This translates into a culture that values impact, innovation, and a strong partnership approach with clients and internal teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Diverse Client Needs: Adapting UI/UX solutions to a wide range of client industries, business processes, and technical environments across EMEA.
• Rapid Platform Evolution: Keeping pace with ServiceNow's frequent platform updates and new feature releases, particularly in UI Builder and AI capabilities.
• Balancing Customization & Best Practices: Finding the right balance between delivering bespoke client requirements and adhering to ServiceNow's standardized best practices for maintainability and scalability.
• Remote Collaboration Management: Effectively communicating, collaborating, and managing projects with distributed teams and clients across multiple time zones.

Learning & Development Opportunities:

• ServiceNow Certifications: Pursuing advanced certifications in Platform Implementation, UI/UX, or specific module areas.
• AI & Automation Training: Opportunities to deepen expertise in ServiceNow's AI offerings, such as NowAssist, and automation tools.
• Leadership Training: Development programs for progressing into leadership roles, such as technical team lead or practice management.
• Industry Events & Conferences: Participation in ServiceNow's annual Knowledge conference and other relevant industry events to stay abreast of trends and network.

📝 Enhancement Note: The role presents opportunities to tackle complex technical challenges and stay at the forefront of ServiceNow's evolving platform, particularly in UI/UX and AI, with strong support for professional growth.

💡 Interview Preparation

Strategy Questions:

• UI Builder Deep Dive: Be prepared to explain the architecture of UI Builder, how you've used specific components (e.g., data resources, event handlers), and how you've optimized performance.
• Client Scenario: Practice articulating how you would consult with a client who wants to redesign their existing ServiceNow portal or implement a new configurable workspace. Focus on discovery, requirements gathering, solution design, and stakeholder management.
• Problem-Solving: Anticipate questions about how you've overcome specific UI/UX challenges in past projects, such as improving accessibility, handling complex data visualizations, or integrating with external systems.

Company & Culture Questions:

• ServiceNow's Vision: Research ServiceNow's current strategic priorities, especially concerning AI, digital workflows, and the employee/customer experience.
• Team Fit: Think about how your collaborative style and experience with distributed teams align with ServiceNow's "flexible" work persona and global operations.
• Impact Measurement: Be ready to discuss how you measure the success of your UI/UX implementations and your contribution to client business outcomes.

Portfolio Presentation Strategy:

• Focus on UI Builder: Select 2-3 strong examples that specifically showcase your work with ServiceNow UI Builder.
• Structure for Clarity: For each example, follow a clear narrative: Problem -> Solution (highlighting UI Builder features used) -> Your Role -> Outcome (quantified if possible).
• Technical Detail: Be ready to dive into the technical details of your implementations, explaining your code choices and configuration decisions.
• Client Impact: Emphasize how your solutions benefited the client, whether through improved user adoption, increased efficiency, or enhanced user satisfaction.

📝 Enhancement Note: Interview preparation should heavily focus on demonstrating practical UI Builder expertise, strong consulting skills, and a clear understanding of how UI/UX impacts business outcomes within the ServiceNow ecosystem.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal via the provided link.
• Tailor Your Resume: Highlight specific experience with ServiceNow UI Builder, JavaScript, HTML, CSS, and UX/UI principles. Use keywords from the job description, such as "UI Builder," "configurable workspaces," "portals," "mobile applications," "JavaScript," "REST/SOAP," and "AI integration."
• Prepare Your Portfolio: Curate 2-3 of your most impactful projects, focusing on those that demonstrate your UI Builder expertise and successful client engagements. Be ready to present these with clear explanations of challenges, solutions, and outcomes.
• Research ServiceNow: Understand ServiceNow's platform, its mission, and recent innovations, particularly in AI and UI/UX. Familiarize yourself with their "new world of work" personas.
• Practice Interview Questions: Rehearse answers to technical questions about UI Builder, JavaScript, and UX/UI principles, as well as behavioral questions about client management, problem-solving, and collaboration.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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