User Experience Designer

ServiceNow UI/UX Specialist

3-Month Contract, potential for extension

One of our largest Energy Generation clients is seeking a ServiceNow UI/UX Specialist to lead the redesign and modernization of their customer-facing ServiceNow portal. The organization has received consistent feedback that the current portal experience is difficult to navigate, unintuitive, and not aligned with modern user expectations. This role will be instrumental in transforming the portal into a streamlined, user-centered digital experience with usability and accessibility at the forefront.

his is a highly visible, short-term engagement focused on UX strategy, design leadership, and hands-on ServiceNow portal experience improvements. The specialist will work closely with ServiceNow platform teams, business stakeholders, and end users to reimagine the portal experience, define UX standards, and help guide the implementation of a modernized, intuitive interface. The ideal candidate combines strong UX design principles with deep, practical experience configuring and designing within the ServiceNow Service Portal and/or Employee Center framework.

Basic Qualifications:

• 5+ years of experience in UI/UX design, with a strong portfolio demonstrating user-centered design work
• Hands-on experience designing and configuring ServiceNow Service Portal and/or Employee Center user experiences
• Strong understanding of UX research methods, usability testing, and persona-driven design
• Experience translating business and user requirements into wireframes, prototypes, and high-fidelity designs
• Proficiency with UX/design tools such as Figma, Adobe XD, Sketch, or similar
• Solid understanding of front-end fundamentals (HTML, CSS, JavaScript) as they relate to ServiceNow portal customization
• Experience improving navigation, information architecture, and content strategy for complex enterprise portals
• Knowledge of accessibility standards (WCAG) and inclusive design best practices
• Strong stakeholder facilitation skills with the ability to lead workshops and gather user feedback
• Experience working in large, matrixed, or regulated enterprise environments preferred
• Strong communication skills and ability to clearly articulate design decisions and trade-offs

Responsibilities:

• Lead the UX strategy and redesign effort for the client’s customer-facing ServiceNow portal
• Conduct stakeholder interviews, user research, and usability assessments to identify key pain points and improvement areas
• Develop user personas, journey maps, and information architecture to support a more intuitive portal experience
• Create wireframes, prototypes, and visual designs aligned with modern UX standards and enterprise branding
• Partner with ServiceNow developers and platform administrators to ensure designs are feasible and implemented effectively
• Improve portal navigation, search experience, service catalog usability, and overall user flow
• Establish UX design standards and best practices for ongoing portal enhancements
• Support user testing sessions and incorporate feedback into iterative design improvements
• Ensure the portal design meets accessibility, usability, and performance expectations
• Provide guidance during the portal upgrade effort, helping align platform capabilities with desired user experience outcomes