UX Sr. Technical Consultant, Platform

📍 Job Overview

Job Title: UX Sr. Technical Consultant, Platform

Company: ServiceNow

Location: West Palm Beach, Florida, United States

Job Type: Full-time

Category: UX/Platform Consulting (Revenue Operations, Sales Operations, GTM Alignment)

Date Posted: April 07, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Serve as a functional and technical expert in ServiceNow's front-end technologies, focusing on building best-in-class user experiences aligned with customer design systems and accessibility standards (WCAG 2.1).

• Drive key customer KPIs such as adoption, retention, and overall value realization by leveraging User Experience best practices and Design Thinking methodologies.

• 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 impact and ROI.

• Act as a guiding voice for customer leadership, ensuring optimum functionality, performance, accessibility, scalability, and security across the ServiceNow platform.

📝 Enhancement Note: While the title is "UX Sr. Technical Consultant, Platform," the responsibilities heavily lean into customer success and platform adoption, indicating a strong alignment with Revenue Operations and GTM strategies. The focus on driving KPIs like adoption and retention directly impacts revenue realization and customer lifetime value, making this role crucial for GTM success.

📈 Primary Responsibilities

• Develop and implement best-in-class user experiences on the ServiceNow platform, ensuring responsiveness and adherence to WCAG 2.1 accessibility standards using HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, and REST APIs.

• Drive customer KPIs, including adoption and retention, by applying User Experience principles and Design Thinking methodologies to platform solutions.

• Lead and facilitate customer design and requirements workshops for key modules such as Employee Center, Workspace, Virtual Agent, and Mobile.

• Partner with customer teams to shape a shared vision, translate that vision into tangible experience designs, and iteratively validate designs to ensure measurable value delivery.

• Guide customer leadership and stakeholders on optimum functionality, performance, accessibility, scalability, and security, maximizing the potential of the ServiceNow platform.

• Work within an Agile framework to draft technically focused user stories, define acceptance criteria, outline testing strategies, and facilitate knowledge transfer.

• Provide guidance and ad-hoc oversight to customer administrators throughout the engagement lifecycle, enabling their long-term success on the platform.

• Act as a lead member of engagement project teams, focusing on delivering successful and substantive customer outcomes that align with business objectives.

• Contribute to the ServiceNow online Community by publishing blog posts related to UX best practices and platform capabilities.

• Support specific sales activities as required, demonstrating the value of ServiceNow's UX and platform offerings.

• Share knowledge, provide training, and mentor other ServiceNow delivery team members and partners.

• Travel up to 50% to customer sites and for internal meetings, as dictated by project needs.

📝 Enhancement Note: The responsibilities emphasize a blend of technical execution (building experiences), strategic consulting (leading workshops, shaping vision), and customer enablement (guiding administrators, community contribution). This multifaceted approach is characteristic of senior consulting roles that directly impact customer adoption and long-term value, crucial for GTM success.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent practical experience.

Experience:

• Minimum of 5 years of configuration or development experience on the ServiceNow platform, acting as a functional or technical expert.

• Proven experience in app development, web development, integrations, ServiceNow portals, workspaces, and mobile solutions.

• Demonstrated ability to influence and consult with customers in complex environments, providing thought leadership on business process and technical challenges.

• Experience developing with common JavaScript frameworks (e.g., AngularJS, React) and consulting on UX-related projects.

• Expert-level experience with Web Technologies including HTML, Web Services, Bootstrap 3, CSS, and working with SaaS technologies.

• Experience applying a User-Centered Design mindset and methodology to product designs and solutions.

Required Skills:

• ServiceNow Platform Expertise: Deep understanding of ServiceNow configuration, development, and core functionalities, including app dev, portals, workspaces, and mobile solutions.

• Front-End Web Technologies: Advanced proficiency in HTML, CSS, SASS, Bootstrap 3, JSON, and REST APIs for building responsive and accessible user interfaces.

• JavaScript Frameworks: Strong experience with JavaScript frameworks such as AngularJS and React, crucial for modern front-end development.

• User-Centered Design (UCD) & Design Thinking: Ability to apply UCD principles and Design Thinking methodologies to solve customer problems and create impactful user experiences.

• Agile Methodologies: Experience working in an Agile environment, including drafting user stories, acceptance criteria, and participating in sprint cycles.

• Consulting & Stakeholder Management: Demonstrated ability to consult with customer leadership and stakeholders, influence decisions, and manage diverse perspectives.

• Accessibility Standards: Knowledge and application of WCAG 2.1 accessibility guidelines.

Preferred Skills:

• ServiceNow Certifications: Current ServiceNow System Administrator (CSA) is required. Beneficial certifications include Application Development (CAD), Service Portal, and Virtual Agent.

• GenAI/Now Assist: Experience with ServiceNow Platform GenAI capabilities leveraging Now Assist.

• Prototyping & Design Tools: Familiarity with collaboration, design, and prototyping tools like Figma, Miro, and Sketch.

• User Research: Experience conducting user interviews, usability studies, card sorting, surveys, and formulating data into personas, research findings, and customer journey maps.

• Native Mobile & Responsive Design: Understanding of native mobile, web application, and responsive web design principles.

• Design Fundamentals: Command of design basics including readability, iconography, color theory, and spatial relationships.

📝 Enhancement Note: The emphasis on ServiceNow platform experience, combined with front-end technologies and UCD, positions this role at the intersection of technical implementation and strategic customer engagement. The requirement for a CSA certification underscores the need for foundational platform knowledge, while preferred certifications highlight specialization.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow Solution Design: Showcase examples of user experience designs and technical implementations on the ServiceNow platform, demonstrating an understanding of its architecture and capabilities.

• Process Optimization Case Studies: Present case studies detailing how you've applied UX and Design Thinking to improve customer workflows, drive adoption, and achieve specific business outcomes (e.g., increased ticket deflection, improved agent efficiency, better employee self-service).

• Technical Implementation Examples: Provide examples of front-end development work (HTML, CSS, AngularJS, JavaScript) that highlight responsiveness, accessibility, and integration with ServiceNow APIs.

• ROI Demonstration: Include examples where you've quantified the impact of your UX/technical contributions, such as improvements in customer KPIs (adoption, retention) or measurable business value delivered.

Process Documentation:

• Workshop Facilitation: Examples of materials and outputs from customer workshops, illustrating your ability to gather requirements, define future states, and gain stakeholder alignment.

• User Story Development: Showcase well-defined technical user stories with clear acceptance criteria, demonstrating your ability to translate business needs into actionable development tasks within an Agile framework.

• Design Validation & Iteration: Document how you've incorporated user feedback and data to iterate on designs, improve usability, and ensure the final solution meets user needs and business objectives.

📝 Enhancement Note: For a role like this, a portfolio is critical. It needs to demonstrate not just technical skill but also the ability to translate technical solutions into tangible business value for customers, a key aspect of GTM and RevOps alignment. The emphasis should be on "show, don't just tell" how your work impacts customer success and platform adoption.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Senior Technical Consultant with 5-10 years of experience in a major tech hub like West Palm Beach, Florida, the estimated annual salary range is $120,000 - $170,000. This range accounts for regional cost of living, specialized technical skills in ServiceNow and UX, and the consultative nature of the role.

Benefits:

• Comprehensive Health Coverage: Medical, dental, and vision insurance plans.

• Retirement Savings Plan: 401(k) with company match.

• Paid Time Off: Generous vacation, sick leave, and holidays.

• Professional Development: Opportunities for training, certifications (including ServiceNow), and conferences.

• Employee Stock Purchase Program: Option to purchase ServiceNow stock.

• Wellness Programs: Support for physical and mental well-being.

• Flexible Work Arrangements: "Flexible" work persona, enabling a hybrid work model.

Working Hours:

• Standard full-time hours are typically 40 hours per week.

• The "Flexible" work persona suggests a hybrid arrangement allowing for a blend of remote and in-office work, with potential for flexibility in daily schedules to accommodate project needs and personal balance, while ensuring availability for customer engagements and team collaboration.

📝 Enhancement Note: The salary estimation is based on publicly available data for similar senior technical consulting roles in the US tech market, adjusted for location and specific skill sets. ServiceNow is known for competitive compensation and a robust benefits package designed to attract and retain top talent, especially in specialized technical and consulting roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS), Enterprise Cloud Computing, Digital Workflow Automation. ServiceNow is a leader in digital workflow transformation, enabling organizations to modernize operations and improve employee and customer experiences.

Company Size: Over 22,000 employees globally (as of recent reports), indicating a large, established enterprise with significant resources and market presence.

Founded: 2004. ServiceNow has a strong history of innovation, evolving from a startup to a global market leader.

Team Structure:

• Customer Excellence Group (CEG): This role is part of CEG, focused on customer success, adoption, and business outcomes.

• Platform Workflows and Platform Expert Services: The specific team within CEG, highlighting a focus on core platform capabilities and specialized expertise.

• Cross-functional Collaboration: The role requires close collaboration with customer teams, third-party design/creative teams, sales teams, and other members of the ServiceNow delivery team and partner ecosystem.

Methodology:

• User Experience & Design Thinking: Core methodologies for understanding customer needs and designing solutions.

• Agile Development: The team operates within an Agile framework for project execution.

• Prescriptive Guidance: CEG provides structured advice to help customers achieve their business objectives on the ServiceNow platform.

• Data-Driven Insights: Emphasis on driving customer KPIs and delivering measurable value, implying a data-centric approach to consulting.

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

📝 Enhancement Note: ServiceNow's culture emphasizes innovation, customer obsession, and a commitment to making the world work better. As a large enterprise, it offers structured career paths and robust resources, while its growth into a market leader suggests a dynamic and forward-thinking environment. The CEG's focus on customer outcomes aligns directly with GTM and RevOps goals.

📈 Career & Growth Analysis

Operations Career Level: Senior Technical Consultant. This level signifies a deep level of expertise in both technical execution and consultative client engagement. It implies leadership within project teams, significant client-facing responsibilities, and the ability to mentor junior team members. In a GTM context, this role is crucial for ensuring successful platform adoption, which directly impacts customer retention and expansion opportunities.

Reporting Structure: The role is part of the Platform Workflows and Platform Expert Services team within the Customer Excellence Group (CEG). It likely reports to a Manager or Director within CEG who oversees platform consulting engagements. The role involves significant direct interaction with customer leadership and stakeholders.

Operations Impact: This role has a direct impact on revenue realization through enhanced customer adoption and satisfaction. By ensuring customers derive maximum value from the ServiceNow platform, this consultant helps reduce churn, identify opportunities for expansion (upselling/cross-selling), and builds strong customer advocacy, all critical for GTM and Revenue Operations success. The focus on "customer outcomes" and "measurable value" directly ties UX/platform expertise to business results.

Growth Opportunities:

• Specialization: Deepen expertise in specific ServiceNow modules (e.g., Employee Center, Virtual Agent, Mobile) or advanced UX/design disciplines.

• Leadership: Transition into leadership roles within CEG, managing teams of consultants or leading larger, more complex engagements.

• Solution Architecture: Move towards Solution Architect roles, focusing on the overarching design and strategy of ServiceNow implementations for enterprise clients.

• Product Development: Contribute to ServiceNow's product roadmap through deep customer insights and expert feedback, potentially moving into product management or specialist roles.

• Community & Thought Leadership: Grow influence within the ServiceNow ecosystem through active participation in the online community, speaking at events, and publishing content.

📝 Enhancement Note: The growth path for a Senior Technical Consultant at a company like ServiceNow is typically well-defined, offering both technical specialization and management tracks. The emphasis on customer outcomes makes this role a strong feeder for roles in Customer Success Management, Account Management, and even Sales Engineering within a GTM structure.

🌐 Work Environment

Office Type: ServiceNow operates with a "Work Persona" model, including "Flexible," "Remote," and "Office" categories. This specific role is designated as "Flexible," indicating a hybrid work arrangement. This means a blend of remote work and in-office presence is expected, offering a degree of autonomy while maintaining in-person collaboration opportunities.

Office Location(s): The primary listed location is West Palm Beach, Florida. ServiceNow has numerous offices globally, and the "Flexible" work persona may involve travel to various customer sites within the AMS (North America and Canada) region, up to 50%.

Workspace Context:

• Collaborative Environment: The hybrid model supports both focused individual work at home and collaborative sessions, workshops, and team meetings in the office.

• Technology & Tools: Access to ServiceNow's leading platform and associated development/design tools is standard. The company likely provides necessary hardware and software licenses.

• Team Interaction: Opportunities for direct interaction with colleagues within CEG, cross-functional teams, and customer representatives, both virtually and in person.

Work Schedule: While a standard 40-hour week is typical, the "Flexible" persona and the nature of consulting often allow for some adaptability in daily schedules, provided project deadlines and customer commitments are met. Availability for customer meetings, which may span different time zones within the AMS region, is essential.

📝 Enhancement Note: The "Flexible" work persona is a key differentiator, offering a modern work-life balance. For operations professionals, this blend can be advantageous, allowing for focused work during core business hours and flexibility for deep analysis or client communication.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: Deep dive into your experience, technical skills, consulting approach, and understanding of ServiceNow and UX principles. Expect behavioral questions and scenario-based inquiries.

• Technical/Consulting Panel Interview: A panel of peers or senior team members will assess your technical proficiency, problem-solving abilities, and consultative skills. This may include case studies or live problem-solving exercises.

• Portfolio Review: You will likely be asked to present specific examples from your portfolio, demonstrating your approach to UX design, technical implementation, and customer impact.

• Final Interview: Potentially with a senior leader to discuss career aspirations, broader strategic thinking, and final cultural alignment.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your experience with ServiceNow, UX design, front-end development, and measurable customer outcomes.

• Focus on Impact: For each project, clearly articulate the customer's challenge, your role and approach, the solutions you designed/implemented, and the quantifiable results achieved (e.g., adoption rates, efficiency gains, ROI).

• ServiceNow Centricity: Highlight projects specifically on the ServiceNow platform, demonstrating your familiarity with its capabilities and limitations.

• Technical Depth: Be prepared to discuss the technical choices you made (HTML, CSS, JavaScript frameworks, API usage) and the rationale behind them.

• UX Process: Clearly outline your UX design process, including user research, wireframing, prototyping, and usability testing.

• Storytelling: Present your projects as compelling narratives, explaining the "why" and "how" behind your work and its business impact.

Challenge Preparation:

• ServiceNow Platform Knowledge: Refresh your understanding of core ServiceNow modules, particularly Employee Center, Workspace, Virtual Agent, and Mobile.

• UX Principles: Review core UX concepts, Design Thinking methodologies, and accessibility standards (WCAG 2.1).

• Front-End Technologies: Be ready to discuss your experience with HTML, CSS, SASS, Bootstrap, AngularJS, React, and REST APIs.

• Consulting Scenarios: Prepare for questions about how you handle difficult stakeholders, manage competing priorities, drive adoption in resistant organizations, and deliver value in complex projects.

• Agile Practices: Understand Agile ceremonies and your role within an Agile team.

📝 Enhancement Note: The interview process for a senior consulting role at ServiceNow will be rigorous. Demonstrating a clear link between technical/UX skills and tangible business outcomes for customers is paramount. A well-prepared portfolio is not just a list of past work but a critical tool for communicating your value proposition.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: The core environment for development, configuration, and deployment. This includes modules like App Engine, Service Portal, Employee Center, Workspace, Virtual Agent, and Mobile.

• Front-End Development Tools:

  • HTML, CSS, SASS: For structuring and styling web interfaces.
  • JavaScript Frameworks: AngularJS (heavily used in ServiceNow), React (increasingly relevant).
  • Bootstrap 3: A common front-end framework within ServiceNow.

• APIs: REST APIs for integration and data access.

• JSON: For data interchange.

Analytics & Reporting:

• ServiceNow Reporting & Performance Analytics: For tracking platform usage, adoption metrics, and KPI performance.

• User Research & Analytics Tools: Potentially tools like Google Analytics, Hotjar, or platform-specific analytics to understand user behavior.

• Data Visualization Tools: While not explicitly mentioned, proficiency in presenting data clearly is key.

CRM & Automation:

• ServiceNow Platform: Acts as a central system for workflow automation and data management across various business functions.

• Integration Tools: Understanding of how to integrate ServiceNow with other enterprise systems via REST APIs.

• GenAI/Now Assist: Emerging tools for enhancing user experience and automating tasks.

📝 Enhancement Note: Proficiency in the ServiceNow platform itself is non-negotiable. Beyond that, strong front-end development skills and an understanding of how to leverage APIs for integration are essential. The mention of Now Assist indicates a forward-looking approach to incorporating AI into UX solutions.

👥 Team Culture & Values

Operations Values:

• Customer Obsession: A primary focus on understanding and meeting customer needs to drive their success and business outcomes.

• Innovation: Continuously seeking new and better ways to solve problems, improve processes, and leverage technology.

• Integrity: Upholding high ethical standards in all interactions and decision-making.

• Excellence: Striving for high quality in work, delivery, and customer engagements.

• Collaboration: Working effectively with colleagues, customers, and partners to achieve shared goals.

• Data-Driven: Utilizing data and metrics to inform decisions, measure impact, and demonstrate value.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with customer IT, business units, and potentially third-party implementation partners. Within ServiceNow, collaboration spans across delivery teams, sales, and product groups.

• Process Review Culture: An environment that encourages constructive feedback on designs, implementations, and processes to ensure continuous improvement.

• Knowledge Sharing: Active participation in sharing best practices, lessons learned, and expertise, particularly through the ServiceNow Community and internal enablement sessions.

📝 Enhancement Note: ServiceNow's culture emphasizes a proactive and collaborative approach to problem-solving, with a strong emphasis on delivering tangible value to customers. For operations roles, this means being comfortable working across departments and contributing to a data-informed, results-oriented environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Driving Adoption in Complex Organizations: Customers may have established processes and resistance to change, requiring strong consulting and change management skills to drive adoption of new UX and platform features.

• Balancing Technical Depth with Business Impact: Effectively translating complex technical solutions into clear business value and ROI for diverse customer stakeholders.

• Keeping Pace with Platform Evolution: ServiceNow is a rapidly evolving platform; staying current with new features, modules, and best practices requires continuous learning.

• Managing Diverse Customer Needs: Working across various industries and customer maturity levels, each with unique requirements and expectations for the ServiceNow platform.

• Balancing Project Demands with Community Contribution: Juggling client-facing project work with the expectation to contribute to the broader ServiceNow community.

Learning & Development Opportunities:

• ServiceNow Certifications: Opportunities to obtain and maintain advanced ServiceNow certifications (e.g., CAD, specific module certifications).

• UX & Design Training: Access to resources and training for advanced UX methodologies, design thinking, and emerging design trends.

• Industry Conferences & Events: Participation in relevant industry events and ServiceNow's own Knowledge conference.

• Mentorship Programs: Potential for mentorship from senior consultants, architects, or leaders within CEG.

• Access to Subject Matter Experts: Learning from a broad network of ServiceNow experts across various domains.

📝 Enhancement Note: The challenges presented are typical for senior consulting roles focused on driving adoption of complex enterprise software. The growth opportunities highlight ServiceNow's commitment to employee development, encouraging specialization and continuous skill enhancement.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used UX principles to significantly improve a customer's business process or outcome on a platform like ServiceNow. What was your approach, and what were the results?" (Focus on your UCD process, problem-solving, and quantifiable impact.)

• "How would you approach leading a design workshop for a customer looking to implement or optimize their Employee Center? What key questions would you ask, and what outputs would you aim for?" (Demonstrate your facilitation skills, understanding of customer needs, and workshop structure.)

Company & Culture Questions:

• "What interests you most about ServiceNow and this specific role? How does it align with your career goals?" (Research ServiceNow's mission, products, and recent news; connect your skills to the role's requirements.)

• "How do you stay current with the latest trends in UX design and enterprise software platforms like ServiceNow?" (Showcase your commitment to continuous learning and industry awareness.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, use the STAR method (Situation, Task, Action, Result) or a similar framework. Clearly state the problem, your role, the actions you took, and the measurable outcome.

• Visualize Your Work: Use clear, concise visuals (screenshots, mockups, diagrams) to illustrate your designs and implementations. Avoid cluttered slides.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your projects (e.g., "Increased user adoption by 30%," "Reduced task completion time by 15%").

• Focus on ServiceNow specific examples: Tailor your presentation to highlight your expertise within the ServiceNow ecosystem.

• Be Prepared for Technical Deep Dives: Anticipate questions about specific technologies used, design decisions, and challenges encountered.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of technical expertise, consultative acumen, and a clear understanding of how UX and platform capabilities drive customer success and business value, aligning with GTM and RevOps objectives.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the ServiceNow careers portal.

• Tailor Your Resume: Highlight your ServiceNow platform experience, UX design skills, front-end development expertise, and consulting accomplishments. Use keywords from the job description and ensure achievements are quantified.

• Prepare Your Portfolio: Curate 3-5 key projects that showcase your ability to design and implement impactful user experiences on ServiceNow, focusing on measurable customer outcomes and ROI. Be ready to present these clearly.

• Research ServiceNow: Understand their products, recent innovations (especially around AI/Now Assist), company culture, and the role of their Customer Excellence Group in driving customer success.

• Practice Interview Responses: Prepare for behavioral, situational, and technical questions, focusing on your experience with ServiceNow, UX/Design Thinking, front-end development, and consulting engagements. Practice presenting your portfolio.

⚠️ 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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