Senior Manager, UX Design

Job Description

Job Title: Senior Manager, UX Design
Job Location: Santa Clara, CA

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and become more scalable than ever before.

This role is part of the IT organization, we’re building world-class online customer support experiences. We’re passionate about best-in-class self-service experiences that enable our customers to get work done. This role allows you to get creative and help over 300,000 active users resolve issues via Now Support & Now Community. We’re looking for passionate & talented individuals to drive our customer success & reduce the demand on our Support organization though amazing design experiences.

While not mandatory, we do strive to find people with enterprise B2C experience. We are constantly building on our own ServiceNow technology our end-user is our external customer. They will interact with Virtual Agent, Portals, Communities, Mobile applications and more. If your experience includes enhancing the adoption of customer self-service through great UI/UX – get in touch!

Join our team and inspire digital transformations by creating new and compelling experiences for all our customers all around the world – enabling people around the world to get more done, faster than ever before!

What you get to do in this role:

• Show off your skills, UI/UX that solves customer issues
• Engaging with IT application product owners at a strategic level
• Collaborating with our experience organization to stay aligned on product direction
• Close alignment with our Customer Liaison team who conduct customer research and feedback
• Creating end-to-end detailed design deliverables as a series of experience maps, storyboards, wireframes, and interactive prototypes
• Coordinating and integrating the work of fellow designers for a seamless and unified experience
• Planning and executing usability testing to validate design

What you have:

• 10+ years of experience in UX or interaction design with heavy emphasis on solid human-centered design methods
• An inspiring portfolio showing us how you have researched and crafted great experiences, seeing them through to released products
• Ability to understand and distill complex problems into elegant, informed solutions
• Ability to articulate and champion your design solutions based on human-centered design principles and incorporating research data
• Expert with design tools (e.g. Sketch, Figma, Invision, Adobe XD) to produce wireframes and high-fidelity interactive prototypes
• Relentless pursuit of experience perfection working in an iterative and agile development environment
• Excellent teamwork and communication skills to effectively collaborate with multi-functional and multi-disciplined teams
• High level of initiative and a “make it work” ethos to successfully bring a product design from conception to launch with minimal supervision
• Expertise in one or more of the following product spaces: IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management (CSM), or Finance & Legal
• Experience in creating content and/or designing with compliance to WCAG 2.0/2.1 AA guidelines is a plus

Bonus Points

• Experience mentoring designers or leading design teams
• Experience defining or working with a robust design system
• Experience working in enterprise software
• Experience facilitating design thinking workshops
• Experience working with global collaborators across time zones