UX Sr Technical Consultant, Platform

📍 Job Overview

Job Title: UX Sr Technical Consultant, Platform Company: ServiceNow Location: Remote, Addison, Texas, United States Job Type: Full-time Category: Platform Consulting / User Experience Date Posted: January 21, 2026 Experience Level: 5-10 Years Remote Status: Remote Solely

🚀 Role Summary

• Serve as a technical and functional expert in ServiceNow's front-end technologies, focusing on building best-in-class user experiences.
• Drive customer Key Performance Indicators (KPIs) such as adoption and retention by leveraging User Experience (UX) and Design Thinking methodologies within the ServiceNow platform.
• Lead customer design and requirements workshops for critical ServiceNow solutions like Employee Center, Workspace, Virtual Agent, and Mobile.
• Collaborate closely with customer teams to define, design, and optimize future-state experiences, ensuring measurable business value and ROI.
• Act as a guide for customer leadership and stakeholders, ensuring optimal functionality, performance, accessibility, scalability, and security of ServiceNow solutions.

📝 Enhancement Note: This role bridges technical consulting and UX design within the ServiceNow ecosystem. The "Platform Workflows and Platform Expert Services" team implies a focus on the core capabilities of the ServiceNow platform and how they are presented and interacted with by end-users. The emphasis on "front end technologies" suggests a deep dive into the user-facing aspects of the platform, including portals, workspaces, and mobile applications.

📈 Primary Responsibilities

• Build and optimize user experiences on the ServiceNow platform, adhering to customer design systems, responsiveness standards, and WCAG 2.1 accessibility guidelines using HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, and REST APIs.
• Spearhead the application of User Experience and Design Thinking principles to drive customer adoption and retention KPIs across various ServiceNow solutions.
• Facilitate and lead customer design and requirements gathering workshops for key modules including Employee Center, Workspace, Virtual Agent, and Mobile applications.
• Partner with customer stakeholders to co-create a vision for their future state, translate that vision into tangible experience designs, and refine through iterative validation to deliver demonstrable business value.
• Manage communications and coordinate efforts between customer teams and any third-party design or creative agencies.
• Provide expert guidance to customer leadership and stakeholders, ensuring optimal functionality, performance, accessibility, scalability, and security while maximizing the potential of the ServiceNow platform.
• Operate within an Agile framework, drafting technically focused user stories, defining acceptance criteria, outlining testing strategies, and facilitating knowledge transfer to customer administrators.
• Offer guidance, ad-hoc oversight, and enablement to customer administrators and technical teams throughout the engagement lifecycle.
• Act as a key member of the engagement project team, dedicated to achieving successful and substantive customer outcomes.
• Contribute to the ServiceNow online Community by authoring blog posts on UX best practices and platform capabilities.
• Support pre-sales activities and customer engagements as required.
• Share knowledge, provide training, and mentor other ServiceNow delivery team members and partners upon request.
• Travel as required by customer needs and internal meetings, potentially up to 50%.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on technical execution, strategic consultative guidance, and customer enablement. The mention of specific ServiceNow modules (Employee Center, Workspace, Virtual Agent, Mobile) indicates a focus on modernizing employee and customer experiences within the ServiceNow ecosystem. The requirement to support sales activities suggests the role may also involve pre-sales technical presentations or demonstrations for potential clients.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Human-Computer Interaction (HCI) or a related field is preferred.
• Relevant certifications will be considered.

Experience:

• A minimum of 5 years of direct configuration or development experience on the ServiceNow platform, acting as a functional expert in areas such as application development, web development, integrations, ServiceNow Portal, Workspace, and Mobile solutions.
• Proven experience applying a User-Centered Design (UCD) mindset and methodology to product design and development.
• Demonstrated ability to influence and consult with customers in complex environments, providing thought leadership on solving business process and technical challenges.

Required Skills:

• Expert-level experience with Web Technologies including HTML, Web Services, Bootstrap 3, CSS, SASS, and JSON.
• Proficiency in JavaScript frameworks such as AngularJS and experience with REST APIs.
• Hands-on experience building user experiences on the ServiceNow platform, considering responsiveness and WCAG 2.1 accessibility.
• Familiarity with SaaS technologies and cloud-based platform architectures.
• Strong interpersonal skills and a customer-centric attitude, with the ability to navigate cultural diversity effectively.
• Proven ability to be a team player and contribute to team building initiatives.
• Current ServiceNow System Administrator (CSA) Certification.

Preferred Skills:

• Experience with ServiceNow Platform GenAI capabilities, specifically leveraging Now Assist.
• Experience in conceptualization, design strategy, UX design, and art direction of prototypes.
• Familiarity with collaboration, design, and prototyping tools such as Figma, Miro, and Sketch.
• Experience conducting user research methodologies, including User Interviews, Usability Studies, Card Sorting, and Surveys.
• Ability to formulate research data into presentable formats like personas, research findings, and customer journey maps.
• Understanding of native mobile, web application, and responsive web design principles.
• Command of fundamental design principles: readability, iconography, color theory, and spatial relationships.
• ServiceNow certifications such as Certified Application Developer (CAD), Service Portal, and Virtual Agent are highly beneficial.

📝 Enhancement Note: The requirement for a current CSA certification and 5+ years of ServiceNow platform experience establishes this as a senior-level role. The emphasis on both "designer OR developer" with capability in the other discipline, alongside preferred certifications in specific modules, points towards a need for versatile individuals who can understand and contribute to both the technical build and the user-facing design aspects of ServiceNow solutions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing successful UX design and implementation projects on the ServiceNow platform, highlighting user-centered design principles and measurable outcomes.
• Include case studies detailing the process of translating customer business requirements into functional and intuitive ServiceNow solutions (e.g., portals, workspaces).
• Provide examples of how you have optimized user workflows and improved user adoption rates within ServiceNow environments.
• Showcase experience with front-end technologies (HTML, CSS, AngularJS, etc.) and how they were applied to enhance the ServiceNow user interface and experience.

Process Documentation:

• Documented experience in leading design and requirements workshops, including methodologies for gathering and synthesizing customer needs.
• Examples of creating technically focused user stories, defining acceptance criteria, and outlining testing strategies within an Agile development framework.
• Evidence of process optimization, such as improving accessibility (WCAG 2.1) or responsiveness of ServiceNow applications.
• Demonstration of how you have collaborated with customers and third-party teams to achieve project goals, including communication and stakeholder management processes.

📝 Enhancement Note: While not explicitly stated as a formal portfolio requirement, the nature of a "Sr Technical Consultant" role, especially one focused on UX and customer outcomes, strongly implies the need for candidates to present evidence of their work. This section anticipates what such a portfolio should contain, focusing on tangible results, process adherence, and technical/design proficiency relevant to ServiceNow.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior Technical Consultants with 5-10 years of experience in specialized SaaS platforms like ServiceNow, and considering the remote nature and US location, a competitive salary range is estimated to be between $120,000 - $160,000 annually. This range can vary based on specific experience, certifications, and negotiation.

Benefits:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match (e.g., 401(k)).
• Generous paid time off (PTO) and company holidays.
• Opportunities for professional development, training, and certifications.
• Employee stock purchase program or equity options.
• Wellness programs and resources.
• Flexible work arrangements, including remote work.

Working Hours:

• Standard full-time hours are expected, typically 40 hours per week. However, the role may require flexibility to meet customer needs, project deadlines, and participate in global workshops or meetings, potentially outside of standard business hours due to time zone differences.

📝 Enhancement Note: Salary range is estimated based on similar Senior Technical Consultant roles in the US market, particularly for enterprise software platforms. ServiceNow is a large, established tech company known for offering competitive compensation and benefits packages. The "Remote" work persona suggests a focus on flexibility, which is often paired with robust benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software, Cloud Computing, IT Service Management (ITSM), AI-enhanced Workflow Automation. Company Size: ServiceNow is a large, global enterprise with over 8,100 customers, including 85% of the Fortune 500. The company employs a significant number of people globally (exact number not specified in the input, but typically in the tens of thousands). Founded: 2004.

Team Structure:

• The role is within the Customer Excellence Group (CEG), specifically the Platform Workflows and Platform Expert Services team.
• This team works directly with customers to drive platform adoption, consumption, and customer satisfaction.
• The structure encourages cross-functional collaboration with sales, customer success, and other technical delivery teams.

Methodology:

• The team emphasizes a data-driven approach to customer success, focusing on driving Key Performance Indicators (KPIs) like adoption and retention.
• Utilizes User Experience and Design Thinking methodologies to shape customer engagement and platform utilization.
• Operates within an Agile development environment for project execution and user story management.
• Focuses on delivering measurable value and ROI for customers through effective platform implementation and optimization.

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

📝 Enhancement Note: ServiceNow's culture is often described as innovative, fast-paced, and customer-centric, with a strong emphasis on its platform's ability to transform work. The CEG's mission to help customers achieve business outcomes highlights a consultative and value-driven approach. The mention of AI-enhanced technology indicates a forward-looking company investing in cutting-edge solutions.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Technical Consultant role, indicating a mid-to-late career stage. It requires significant platform expertise, consulting skills, and the ability to lead customer engagements independently.

Reporting Structure: The role is part of the Platform Workflows and Platform Expert Services team within the Customer Excellence Group (CEG). Direct reporting is likely to a manager or director overseeing this specialized consulting practice. Collaboration will be extensive with customer stakeholders and internal ServiceNow teams (sales, account management, other consultants).

Operations Impact: The role directly impacts customer success by ensuring they derive maximum value from their ServiceNow investment. This translates to increased customer satisfaction, retention, and potential for expansion, which are critical for ServiceNow's recurring revenue model. By optimizing user experiences and driving adoption, the consultant directly influences the customer's operational efficiency and achievement of business outcomes.

Growth Opportunities:

• Specialization: Deepen expertise in specific ServiceNow modules (e.g., advanced portal development, AI/Now Assist, mobile strategy) or specific industries.
• Leadership: Transition into a Team Lead, Practice Manager, or Architect role within the CEG, managing teams and complex engagements.
• Mentorship: Become a senior mentor and trainer for new consultants and partners, contributing to the broader ecosystem's capability.
• Thought Leadership: Contribute to ServiceNow's knowledge base, community, and public-facing content, becoming a recognized expert.
• Sales Enablement: Transition into more strategic pre-sales or solution architect roles.

📝 Enhancement Note: The "Sr" designation implies a level of autonomy and expertise beyond junior or mid-level roles. Growth paths would typically involve increasing scope of responsibility, technical depth, or leadership over people and strategic initiatives within the company's professional services organization.

🌐 Work Environment

Office Type: This position is designated as "Remote Solely" with a work persona of "Remote." While the candidate is located near Addison, Texas, the work is performed entirely outside of a traditional office environment.

Office Location(s): While the role is remote, ServiceNow maintains offices globally. The candidate's location is in Addison, Texas, within the Dallas-Fort Worth metroplex.

Workspace Context:

• The remote work environment requires self-discipline, strong time management, and the ability to work autonomously.
• Collaboration will primarily occur through virtual channels, including video conferencing, instant messaging, and collaboration platforms.
• Access to necessary technology, reliable internet, and a dedicated workspace are essential for productivity.
• Opportunities for interaction with the operations team will be virtual, fostering a connected remote culture through scheduled meetings and informal virtual touchpoints.

Work Schedule: Standard full-time hours (approximately 40 hours per week) are expected. However, the remote nature and client-facing responsibilities may necessitate flexibility to accommodate customer time zones, project deadlines, and urgent client needs. This could include occasional early morning or late afternoon/evening work.

📝 Enhancement Note: The "Remote Solely" work persona indicates a commitment to remote work, which is a significant factor for many candidates. The mention of "Work Personas" suggests a structured approach to remote and hybrid work at ServiceNow, with clear guidelines for employees.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct a brief phone screen to assess basic qualifications and cultural fit.
• Technical/Consulting Interview(s): Expect interviews focused on technical depth in ServiceNow platform development, UX principles, web technologies, and consulting methodologies. This may involve scenario-based questions and problem-solving exercises.
• Portfolio Review: Candidates will likely be asked to present their portfolio, showcasing relevant projects, design processes, and achieved outcomes. Be prepared to discuss your role, challenges, and the impact of your work.
• Behavioral/Situational Interview: Assess soft skills, collaboration style, customer management experience, and ability to handle complex situations. Questions will focus on how you approach challenges and work with stakeholders.
• Final Interview: Potentially with senior leadership or a panel, to confirm overall fit and strategic alignment.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest, most relevant projects that best demonstrate your skills in ServiceNow UX, front-end development, and customer engagement.
• Showcase Process: For each project, clearly articulate the problem statement, your role, the design/development process, the technologies used, the challenges encountered, and the measurable results/impact.
• Highlight ServiceNow Expertise: Emphasize projects specifically on the ServiceNow platform, showcasing your understanding of its architecture and capabilities.
• Quantify Impact: Whenever possible, use data and metrics (e.g., improved adoption rates, reduced task completion time, increased user satisfaction scores) to demonstrate the value delivered.
• Accessibility Emphasis: If applicable, highlight projects where you focused on WCAG compliance and accessibility standards.
• Prepare for Discussion: Be ready to walk through your portfolio items, answer in-depth questions about your design decisions, technical implementation, and client interactions.

Challenge Preparation:

• Technical Challenge: Be prepared for a coding exercise or a system design problem related to ServiceNow front-end development or UX implementation. Practice common JavaScript frameworks and ServiceNow portal development scenarios.
• Case Study: You might be given a hypothetical customer scenario and asked to outline a UX strategy, design approach, or technical solution. Focus on applying Design Thinking and understanding customer KPIs.
• Consulting Scenarios: Practice answering questions about how you would handle difficult customer conversations, manage stakeholder expectations, or influence client decisions.

📝 Enhancement Note: Given the senior nature of the role and its focus on consulting and UX, the interview process will likely be multi-stage and rigorous, assessing both technical acumen and client-facing skills. A strong portfolio demonstrating practical application of skills is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: In-depth knowledge and hands-on experience with ServiceNow development, configuration, and specific modules (Service Portal, Employee Center, Workspace, Virtual Agent, Mobile).
• Front-End Technologies: HTML, CSS, SASS, JavaScript, AngularJS, Bootstrap 3.
• APIs: REST APIs for integrations and data exchange.
• Design & Prototyping Tools (Preferred): Figma, Miro, Sketch.
• Version Control: Git or similar for code management.

Analytics & Reporting:

• ServiceNow Reporting Tools: Familiarity with ServiceNow's built-in reporting and dashboarding capabilities.
• User Analytics Tools: Understanding how to leverage ServiceNow's analytics or integrate with third-party tools to track user behavior, adoption, and KPIs.

CRM & Automation:

• ServiceNow Platform: As a core platform, it inherently manages customer data and workflows.
• Now Assist (GenAI): Experience or understanding of how to leverage ServiceNow's Generative AI capabilities for enhanced user experiences.

📝 Enhancement Note: The technology stack is heavily focused on the ServiceNow ecosystem and standard web development technologies. Proficiency in AngularJS is specifically called out, alongside experience with ServiceNow's newer features like GenAI (Now Assist).

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A primary value, driving the CEG's mission to ensure customers achieve their business outcomes and maximize their ServiceNow investment.
• Innovation: Continuously seeking smarter, faster, and better ways to work, leveraging AI and cutting-edge technology.
• Excellence: Striving for best-in-class user experiences, performance, and customer satisfaction.
• Collaboration: Working effectively with customers, internal teams, and partners to achieve shared goals.
• Integrity: Upholding high ethical standards in all interactions and engagements.
• Data-Driven: Using data and metrics to inform decisions, measure impact, and drive continuous improvement.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with sales, account management, customer success, and other technical consultants to provide a unified customer experience.
• Customer Partnership: Building strong, trust-based relationships with customer stakeholders, acting as a trusted advisor.
• Knowledge Sharing: A culture of sharing best practices, insights, and learnings both internally within ServiceNow and externally through community contributions.
• Agile Teamwork: Working within Agile teams, fostering open communication, feedback exchange, and iterative development.

📝 Enhancement Note: ServiceNow's stated purpose "to make the world work better for everyone" underpins its culture. The emphasis on customer success and innovation is reflected in the CEG's mandate and the technologies they work with.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Customer Environments: Navigating diverse customer needs, existing systems, and varying levels of technical maturity.
• Driving Adoption: Overcoming user resistance to change and ensuring effective adoption of new platform features and workflows.
• Balancing Design & Technical Constraints: Integrating user-centered design principles within the technical framework and limitations of the ServiceNow platform.
• Remote Collaboration: Maintaining strong team cohesion and effective client communication in a fully remote setting.
• Rapid Technology Evolution: Keeping pace with ServiceNow's frequent platform updates and the rapid advancements in AI and related technologies.

Learning & Development Opportunities:

• ServiceNow Certifications: Pursuing advanced certifications (CAD, specific module certifications) to deepen platform expertise.
• UX/Design Training: Access to internal or external training on the latest UX trends, methodologies, and tools.
• AI/GenAI Education: Opportunities to learn and apply ServiceNow's Now Assist capabilities.
• Industry Conferences: Attending relevant industry events to stay abreast of best practices and emerging technologies.
• Mentorship Programs: Participating in or leading mentorship initiatives to foster growth.

📝 Enhancement Note: This role offers exposure to cutting-edge enterprise technology and the challenges of implementing transformative solutions for large organizations. The growth opportunities are tied to advancing within ServiceNow's consulting and technical expert tracks.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to influence a skeptical customer stakeholder about a UX recommendation. What was your approach, and what was the outcome?" (Focus on communication, data, and stakeholder management).
• "How would you approach designing a new Employee Center experience for a large enterprise client, considering their existing brand guidelines and diverse user base?" (Focus on Design Thinking process, user research, and platform capabilities).
• "Walk us through a complex ServiceNow portal or workspace project you led. What were the key technical challenges, and how did you overcome them?" (Focus on technical depth, problem-solving, and project lifecycle).
• "Imagine a customer is struggling with low adoption rates for a new ServiceNow application. What steps would you take to diagnose the issue and propose solutions?" (Focus on data analysis, UX principles, and strategic thinking).

Company & Culture Questions:

• "Why ServiceNow, and what interests you specifically about the Customer Excellence Group and this UX Sr. Technical Consultant role?" (Research ServiceNow's mission, values, and recent achievements).
• "How do you ensure accessibility (WCAG 2.1) is a core consideration throughout the UX design and development process?" (Demonstrate understanding of compliance and its importance).
• "Describe your experience working in an Agile environment. How do you contribute to user story creation and sprint planning?" (Highlight collaboration and process adherence).
• "How do you stay current with evolving UX trends and ServiceNow platform updates?" (Show commitment to continuous learning).

Portfolio Presentation Strategy:

• Structure: Begin with an overview of your consulting philosophy and UX approach. Then, present 2-3 key projects, detailing the problem, your solution, the process, technologies used, and quantified results.
• Storytelling: Frame each project as a narrative – the challenge, your hero's journey (your work), and the successful resolution (impact).
• Technical Depth: Be ready to dive into the technical specifics of how you implemented solutions on the ServiceNow platform, especially concerning front-end development and integrations.
• UX Rationale: Clearly articulate the "why" behind your design decisions, linking them back to user needs and business objectives.
• Conciseness: Keep your presentation focused and within the allotted time, ensuring you cover key aspects without getting bogged down in minutiae.

📝 Enhancement Note: Preparation should focus on demonstrating expertise in both ServiceNow technical development and UX design, with a strong emphasis on customer success and consultative skills. Be ready to articulate your process and quantifiable impact.

📌 Application Steps

To apply for this operations position:

• Submit your application through the ServiceNow careers portal.
• Resume Optimization: Tailor your resume to highlight your 5+ years of ServiceNow platform experience, specific front-end development skills (HTML, CSS, AngularJS, REST APIs), UX/Design Thinking expertise, and any relevant certifications (CSA, CAD, etc.). Quantify achievements with metrics wherever possible.
• Portfolio Preparation: Compile a digital portfolio showcasing 2-3 of your strongest ServiceNow UX/development projects. Include case studies detailing your process, technical implementation, and measurable outcomes. Be ready to present this during an interview.
• ServiceNow Research: Familiarize yourself with ServiceNow's platform capabilities, its mission, recent product announcements (especially regarding AI/Now Assist), and the company's culture and values. Understand the role of the Customer Excellence Group.
• Interview Practice: Prepare for technical questions on ServiceNow development, web technologies, and UX principles. Practice behavioral questions focusing on customer management, problem-solving, and collaboration. Rehearse your portfolio presentation.

⚠️ 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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