Senior UX Designer – HRSD Knowledge Base (ServiceNow)

📍 Job Overview

Job Title: Senior UX Designer – HRSD Knowledge Base (ServiceNow) Company: CO-WORKER TECHNOLOGY Location: Stockholm, Sweden Job Type: FULL_TIME Category: User Experience (UX) / Product Design (with a focus on Operations & HR Technology) Date Posted: 2026-01-27 Experience Level: 5-10 years Remote Status: On-site (with potential for remote flexibility within Sweden)

🚀 Role Summary

• Drive the transformation of a critical ServiceNow HRSD Knowledge Base into a world-class self-service platform, enhancing user experience for global employees and managers.
• Design and implement intuitive information architecture, optimizing navigation and search functionalities for efficient knowledge retrieval.
• Architect the knowledge base to seamlessly support advanced capabilities such as automation, AI, and chatbot integrations, ensuring scalability and future-proofing.
• Collaborate closely with HR subject matter experts, ServiceNow developers, and AI enablement teams to deliver integrated and impactful solutions.
• Establish robust governance, templating, and content creation guidelines to maintain consistency and quality across the knowledge base.
• Act as a lead voice in UX initiatives, influencing senior leadership with data-driven recommendations and strategic insights.

📝 Enhancement Note: While the listing specifies "On-site," the location_type is "TELECOMMUTE" and the remote_derived field is true. Given the company is based in Sweden and the role is listed with a Stockholm address, it's highly probable this role offers significant remote flexibility for candidates within Sweden, or a hybrid model, rather than requiring full-time on-site presence. Candidates should clarify this during the application process. This role bridges UX design with operational efficiency within an HR context, requiring a blend of creative design thinking and systematic process implementation.

📈 Primary Responsibilities

• Apply established UX best practices to structure and organize content within the ServiceNow HRSD Knowledge Base, ensuring intuitive self-service journeys for end-users.
• Design, develop, and maintain a scalable knowledge architecture that is optimized for AI-driven search, automation workflows, and chatbot enablement.
• Foster strong collaborative relationships with HR subject-matter experts, ServiceNow developers, and the AI enablement team to ensure cohesive solution development.
• Define and implement comprehensive governance frameworks, standardized templates, and clear guidelines for ongoing content creation, maintenance, and quality assurance.
• Manage key stakeholder relationships, acting as the primary UX advocate and influencing senior leadership with strategic recommendations and insights derived from user research and data analysis.
• Conduct user research and gather feedback to continuously iterate on and improve the knowledge base's usability and effectiveness.
• Develop user flows, wireframes, prototypes, and high-fidelity designs to communicate design concepts and solutions effectively.
• Champion a user-centered design approach throughout the project lifecycle, ensuring all decisions align with user needs and business objectives.

📝 Enhancement Note: The responsibilities emphasize a strategic approach to knowledge management, focusing on architecture and integration with emerging technologies like AI and chatbots. This indicates a need for a candidate who can think beyond static content and design for dynamic, intelligent systems. The stakeholder management aspect highlights the importance of communication and influence in this senior role.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Human-Computer Interaction (HCI), Design, Computer Science, Information Science, or a related field, or equivalent practical experience.

Experience:

• 5-10 years of professional experience in UX Design, Information Architecture, or Content Strategy roles, with a proven track record of designing user-centered digital experiences.
• Demonstrated experience in transforming complex information into easily navigable and searchable knowledge bases or content platforms.

Required Skills:

• ServiceNow HRSD Expertise: Strong, hands-on experience with ServiceNow HR Service Delivery (HRSD) or comparable HR platforms, understanding their knowledge management capabilities.
• UX Design Principles: Deep understanding and application of UX design principles, including user research, wireframing, prototyping, usability testing, and interaction design.
• Information Architecture (IA): Proven ability to design intuitive and scalable information architectures that facilitate effective content organization, navigation, and search.
• Content Strategy: Experience developing and implementing content strategies that ensure content is findable, usable, and meets user needs.
• Collaboration & Communication: Excellent verbal and written communication skills, with the ability to effectively collaborate with cross-functional teams (HR, IT, AI specialists) and present to senior stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to translate complex requirements into actionable design solutions.

Preferred Skills:

• Knowledge Management Systems: Familiarity with broader knowledge management principles and best practices beyond specific platforms.
• AI & Automation Integration: Understanding of how AI, machine learning, and automation technologies can enhance knowledge base functionality (e.g., AI-powered search, chatbots, predictive content delivery).
• Content Governance: Experience establishing content governance frameworks, including style guides, templates, and workflows for content creation and maintenance.
• Agile Methodologies: Experience working in Agile development environments.
• Data Analysis: Ability to leverage analytics to understand user behavior and inform design decisions.

📝 Enhancement Note: The emphasis on ServiceNow HRSD, coupled with AI and automation integration, points towards a need for a candidate who can bridge traditional UX design with the operational realities of enterprise HR technology. The "Senior" title suggests a need for strategic thinking and leadership capabilities beyond just execution.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 detailed case studies demonstrating your UX design process from problem definition to solution implementation, with a strong emphasis on information architecture and content strategy.
• Include examples of designing for self-service platforms, knowledge bases, or complex content repositories.
• Present wireframes, user flows, prototypes, and final UI designs, clearly articulating your design decisions and rationale.
• Demonstrate experience in user research methodologies and how insights informed your design solutions.
• Highlight projects involving the integration of technology, such as AI, chatbots, or automation, into user experiences.

Process Documentation:

• Clearly outline your design process, including how you approach user research, information architecture design, content structuring, and usability testing within an enterprise context.
• Provide examples of how you have established content governance, templates, or guidelines for knowledge management systems.
• Illustrate your experience in collaborating with technical teams (e.g., developers, IT) and subject matter experts (e.g., HR).
• Be prepared to discuss how you measure the success of your UX designs, particularly in terms of user satisfaction, task completion rates, and efficiency gains within a knowledge base context.

📝 Enhancement Note: For a senior role involving a complex platform like ServiceNow HRSD, a portfolio must showcase not just design artifacts but a robust, repeatable process. Emphasis should be placed on how the candidate has architected information for scalability and integration with advanced technologies, demonstrating strategic thinking beyond individual feature design.

💵 Compensation & Benefits

Salary Range:

• Based on the "Senior UX Designer" title, 5-10 years of experience, and the location in Stockholm, Sweden, a competitive salary range is estimated.
• Estimated Range: 55,000 - 75,000 SEK per month (approximately 660,000 - 900,000 SEK annually).
• This range reflects the cost of living in Stockholm, the demand for specialized UX talent, and the senior level of the role. Salaries can vary based on the candidate's specific experience, skill set, and negotiation.

Benefits:

• Health & Wellness: Comprehensive health insurance, potential wellness programs, and access to mental health resources.
• Retirement Planning: Contributions to a pension scheme as per Swedish labor laws.
• Paid Time Off: Generous vacation days (typically 25+ days annually), public holidays, and potential for paid sick leave.
• Professional Development: Opportunities for training, conferences, workshops, and certifications relevant to UX design, ServiceNow, AI, and knowledge management.
• Work-Life Balance: Emphasis on a healthy work-life balance, flexible working arrangements (as per remote status clarification), and a supportive team environment.
• Technology & Tools: Provision of necessary hardware, software, and tools to perform the role effectively.

Working Hours:

• Standard full-time working hours are typically 40 hours per week in Sweden.
• The role may offer flexibility in start and end times, with a focus on achieving objectives and collaborating with global teams across different time zones.

📝 Enhancement Note: Salary ranges for Stockholm are based on research from sites like Glassdoor, LinkedIn Salary, and local recruitment agency reports for senior UX design roles in the tech industry. Benefits are typical for Sweden and tech companies, with an emphasis on comprehensive health, retirement, and professional development. The "On-site" description is noted as potentially hybrid or flexible given the "TELECOMMUTE" and remote_derived: true flags.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology / Software / HR Technology Company Size: The provided LinkedIn data indicates a company size of 51-200 employees. This suggests a dynamic, potentially fast-growing organization that balances established processes with agility. For operations professionals, this size often means opportunities for significant impact and direct interaction with leadership, alongside the need for robust process development and standardization. Founded: 2015. Founded in 2015, CO-WORKER TECHNOLOGY is a relatively young company, likely fostering an innovative, modern, and possibly more adaptable culture. This age suggests a company that has moved past the early startup phase and is focused on scaling and refining its offerings.

Team Structure:

• The UX team likely operates within a product or technology department.
• This Senior UX Designer will report to a Head of UX, Design Lead, or Product Management lead.
• Close collaboration is expected with HR subject matter experts, ServiceNow developers, AI/ML engineers, and potentially product managers.
• The team's structure will support the development and enhancement of the ServiceNow HRSD platform, focusing on user experience and operational efficiency.

Methodology:

• The company likely employs a blend of Agile methodologies for software development and design thinking principles for user experience.
• Emphasis will be placed on data-driven decision-making, user-centric design, and continuous improvement of the HRSD Knowledge Base.
• Collaboration will be key, involving cross-functional teams to ensure alignment between user needs, technical capabilities, and business objectives.

Company Website: https://jobs.co-workertech.com

📝 Enhancement Note: A company size of 51-200 employees often signifies a company that is past its nascent startup phase but still retains a degree of flexibility and innovation. For operations roles, this means candidates might need to build processes or refine existing ones, rather than just maintaining established systems. The "Technology" industry focus implies a fast-paced environment with a strong reliance on digital tools and platforms.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior Individual Contributor within the UX/Product Design function, with a specialization in HR technology and knowledge management. It requires a high degree of autonomy, strategic thinking, and the ability to influence product direction and senior stakeholders. The scope includes designing for a critical platform (ServiceNow HRSD) that directly impacts employee experience and operational efficiency.

Reporting Structure: The Senior UX Designer will likely report to a Design Manager, Head of Product, or a similar senior leadership role within the technology or product division. This structure allows for direct guidance and mentorship while providing significant ownership of the HRSD Knowledge Base UX.

Operations Impact: The impact of this role is significant. By improving the ServiceNow HRSD Knowledge Base, the UX Designer will directly enhance:

• Employee Self-Service: Reducing reliance on HR support and improving employee satisfaction.
• Operational Efficiency: Streamlining HR processes, reducing inquiry volume, and freeing up HR resources.
• User Adoption: Increasing the utilization and effectiveness of the ServiceNow platform.
• Scalability: Designing an architecture that supports future growth, AI integration, and automation, contributing to the long-term efficiency of HR operations.

Growth Opportunities:

• Leadership in UX: Potential to lead UX initiatives for other HRSD modules or future platform developments.
• Specialization: Deepen expertise in HR technology, knowledge management, AI in UX, and ServiceNow ecosystem.
• Mentorship: Opportunity to mentor junior designers and contribute to the growth of the UX team.
• Strategic Influence: Grow influence within the organization by consistently delivering impactful UX solutions that drive business value.
• Cross-Functional Mobility: Potential to move into product management or strategy roles within the HR tech space.

📝 Enhancement Note: The "Senior" designation implies a path beyond individual contribution, potentially into team leadership or specialized strategic roles within HR technology. The focus on platform transformation and AI integration suggests opportunities to develop highly sought-after skills.

🌐 Work Environment

Office Type: Given the "TELECOMMUTE" and remote_derived: true flags, it's likely a hybrid or flexible office environment. This could mean a modern office space designed for collaboration and focused work, with options for employees to work remotely from within Sweden. Office Location(s): Stockholm, Sweden. If on-site is required, the office is located in Stockholm, a major hub with good public transportation links.

Workspace Context:

• Collaborative Atmosphere: The environment is expected to foster collaboration between UX designers, developers, HR experts, and AI specialists, likely utilizing modern collaboration tools and meeting spaces.
• Technology-Rich: As a technology company, expect access to up-to-date hardware, software licenses, and design tools necessary for UX work. This includes access to the ServiceNow platform for design and testing.
• User-Centric Focus: The workspace and team culture will likely emphasize understanding user needs and translating them into effective digital solutions, promoting a continuous feedback loop.

Work Schedule:

• Standard 40-hour work week, typical for Sweden.
• Flexibility in daily start/end times is common, allowing for better work-life integration.
• The need to collaborate with potentially global teams might require occasional adjusted hours.

📝 Enhancement Note: The ambiguity between "On-site" and "TELECOMMUTE" is a key factor. Candidates should clarify expectations regarding in-office days versus remote work. The Stockholm location suggests a professional, modern work environment common in Scandinavian tech hubs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter call to assess basic qualifications, experience, and cultural fit.
• Portfolio Review & Technical Interview: A deep dive into your portfolio, focusing on your UX process, IA skills, content strategy approach, and specific experience with platforms like ServiceNow. Expect detailed questions about your case studies and design decisions.
• On-site/Virtual Interview with Hiring Manager & Team: Discussions about your approach to the role's responsibilities, collaboration style, and problem-solving capabilities. You may be asked to walk through specific portfolio pieces or discuss hypothetical scenarios.
• Skills Assessment/Exercise (Potential): You might be given a short design challenge or asked to critique an existing UX flow to assess your practical skills and thought process.
• Final Interview: Meeting with senior leadership to discuss strategic alignment, long-term vision, and finalize any offer details.

Portfolio Review Tips:

• Structure is Key: Organize your portfolio by case study, clearly outlining the problem, your role, the process, the solution, and the impact.
• Highlight Relevant Experience: Prioritize projects related to knowledge management, complex information architecture, self-service platforms, or enterprise software (especially HR tech).
• Showcase ServiceNow HRSD: If you have specific experience with ServiceNow HRSD, make it prominent. If not, draw parallels from similar enterprise platforms.
• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your designs (e.g., improved task completion rates, reduced support tickets, increased user satisfaction scores).
• Explain Your 'Why': Be ready to articulate the rationale behind every design decision, linking it back to user needs and business goals.
• Focus on IA and Content Strategy: Given the role's emphasis, demonstrate how you structure information and think about content from a user perspective.

Challenge Preparation:

• Understand the Platform: Familiarize yourself with ServiceNow HRSD's general capabilities and common UX patterns, if possible. Research best practices for knowledge bases.
• Think Architecture: Be prepared to discuss how you would approach designing or restructuring a knowledge base for better search, AI integration, and scalability.
• Process & Governance: Consider how you would establish content guidelines, templates, and governance for a large knowledge base.
• Collaboration Scenarios: Think about how you would work with HR SMEs, developers, and AI specialists to achieve common goals.

📝 Enhancement Note: The interview process for a senior UX role will be rigorous, focusing heavily on the candidate's process, strategic thinking, and ability to articulate complex design decisions. The portfolio is paramount, and candidates should tailor it to highlight the specific skills and experience relevant to this role.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow HRSD: The core platform for the knowledge base. In-depth familiarity is a significant advantage.
• UX Design & Prototyping Tools: Proficiency in industry-standard tools such as Figma, Sketch, Adobe XD, InVision, Axure, or similar for wireframing, prototyping, and high-fidelity design.
• User Research Tools: Experience with tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, Optimal Workshop, SurveyMonkey, Google Forms).

Analytics & Reporting:

• Web Analytics Tools: Familiarity with tools like Google Analytics, Adobe Analytics, or platform-specific analytics within ServiceNow to track user behavior and content performance.
• Data Visualization Tools: Experience with tools like Tableau, Power BI, or built-in ServiceNow reporting dashboards to interpret data and present insights.

CRM & Automation:

• While not directly a CRM role, understanding how CRM and HRIS systems (like ServiceNow HRSD) interact and how data flows is beneficial for designing integrated experiences.
• Familiarity with workflow automation concepts and tools is a plus, given the role's focus on supporting automation.

📝 Enhancement Note: Proficiency with ServiceNow HRSD is a key differentiator. The role also requires mastery of standard UX design and prototyping tools, along with an understanding of how analytics inform design decisions. Experience with AI integration tools or platforms would be a strong plus.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the end-user, ensuring that all design decisions prioritize usability and satisfaction.
• Data-Driven Decisions: Valuing quantitative and qualitative data to inform design choices, measure impact, and drive continuous improvement.
• Collaboration & Transparency: Fostering an open environment where ideas are shared freely, feedback is constructive, and cross-functional teams work cohesively towards common goals.
• Innovation & Adaptability: Embracing new technologies and methodologies (like AI and automation) to push the boundaries of user experience and operational efficiency.
• Excellence & Quality: A commitment to delivering high-quality, well-crafted designs that are both functional and aesthetically pleasing, with a focus on long-term maintainability and scalability.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with HR, IT, and AI teams is essential. This involves active listening, clear communication of UX needs, and a willingness to compromise for the greater good of the product.
• Feedback Culture: An environment where constructive feedback is regularly exchanged, both given and received, to refine designs and improve processes.
• Knowledge Sharing: Encouraging the sharing of best practices, learnings, and insights within the UX team and across other departments to foster collective growth.

📝 Enhancement Note: The company culture likely emphasizes innovation, user advocacy, and collaborative problem-solving, typical of a tech company focused on enhancing enterprise solutions. For operations professionals, understanding how these values translate into daily work—such as how data is used to justify process changes or how teams collaborate on system integrations—is crucial.

⚡ Challenges & Growth Opportunities

Challenges:

• Platform Complexity: Navigating the intricacies of the ServiceNow HRSD platform and its specific UX constraints and capabilities.
• Balancing User Needs with Technical Feasibility: Designing intuitive experiences that are also technically achievable within the ServiceNow framework and support automation/AI goals.
• Cross-Functional Alignment: Ensuring buy-in and seamless collaboration from diverse stakeholders (HR SMEs, developers, AI specialists) with potentially different priorities.
• Content Governance at Scale: Establishing and enforcing effective governance for a large, global knowledge base to maintain quality and consistency.
• Translating Vision to Execution: Effectively communicating a strategic UX vision and translating it into concrete, actionable design plans.

Learning & Development Opportunities:

• ServiceNow Ecosystem Expertise: Gaining deep knowledge of the ServiceNow platform, its modules, and best practices.
• AI & Automation in UX: Developing expertise in designing for AI-powered features and automated workflows within an HR context.
• Strategic UX Leadership: Enhancing skills in influencing senior stakeholders, shaping product strategy, and leading complex design initiatives.
• Knowledge Management Best Practices: Deepening understanding of advanced knowledge management principles and their application in enterprise environments.
• Industry Conferences & Certifications: Opportunities to attend relevant UX, HR Tech, or ServiceNow conferences and pursue certifications.

📝 Enhancement Note: The challenges are typical of senior roles involving complex enterprise platforms and emerging technologies. The growth opportunities are significant, allowing for specialization in high-demand areas of UX and HR technology.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for redesigning a complex knowledge base like the ServiceNow HRSD for improved self-service and search capabilities. How would you incorporate AI and automation?"
• "How do you approach establishing content governance and templates for a large knowledge base to ensure consistency and quality across different regions and languages?"
• "Walk us through a time you had to influence senior leadership with a UX recommendation that was initially met with resistance. What was your strategy, and what was the outcome?"

Company & Culture Questions:

• "What interests you about CO-WORKER TECHNOLOGY and our mission to improve HR technology?"
• "How would you describe your ideal collaboration style when working with HR subject matter experts and technical developers?"
• "How do you measure the success of your UX designs, particularly in terms of operational efficiency and user satisfaction within an enterprise platform?"

Portfolio Presentation Strategy:

• Focus on Process: For each case study, clearly articulate your design process, from initial research and IA to final design and impact measurement.
• Highlight IA & Content Strategy: Emphasize how you structured information, designed navigation, and considered content strategy. Use diagrams or flowcharts to illustrate IA.
• Demonstrate AI/Automation Integration: If applicable, showcase projects where you designed for or integrated AI, chatbots, or automation. Explain the technical considerations.
• Quantify Impact: Use metrics to demonstrate the tangible results of your work (e.g., "Reduced inquiry volume by X%", "Improved task completion time by Y%").
• Be Ready for Platform Specifics: If you have ServiceNow experience, be prepared to discuss it in detail. If not, draw parallels from similar enterprise platforms and explain how you would adapt.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, a strong understanding of the UX process, and the ability to apply these skills to the specific challenges of designing for ServiceNow HRSD with AI and automation in mind. Highlighting past successes with clear metrics and a robust process will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the application link provided on the CO-WORKER TECHNOLOGY careers page.
• Portfolio Customization: Tailor your resume and portfolio to prominently feature your experience with UX design, information architecture, content strategy, and any experience with ServiceNow HRSD or similar enterprise HR platforms. Highlight projects involving self-service, knowledge management, AI, or automation.
• Resume Optimization: Ensure your resume clearly articulates your achievements using keywords from the job description, such as "ServiceNow HRSD," "Knowledge Base," "Information Architecture," "Content Strategy," "UX Design," "AI Integration," and "Stakeholder Management." Quantify your achievements whenever possible.
• Interview Preparation Practice: Rehearse your presentation of key portfolio case studies, focusing on explaining your design process, rationale, and the impact of your work. Be prepared to discuss hypothetical scenarios related to the role's responsibilities.
• Company Research: Thoroughly research CO-WORKER TECHNOLOGY, their products, their mission, and any recent news. Understand their position in the HR technology market and how your skills align with their strategic goals.

⚠️ 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.