ServiceNow UX Developer

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Job Description

Experience

8+ years (5+ years in ServiceNow UX / Front-end / Portal / UI Frameworks)

The Opportunity

We are seeking a ServiceNow UX Developer to lead the design and development of intuitive, scalable, and AI-enabled user experiences across the ServiceNow platform.

This role goes beyond UI development—you will define UX architecture, establish design standards, and drive adoption of modern ServiceNow experience frameworks such as UI Builder, Next Experience, Employee Center Pro, and AI-powered interfaces (Now Assist, Virtual Agent, AI Search).

You will collaborate with Platform Architects, Product Owners, Enterprise Architects, and business stakeholders to deliver seamless, accessible, and high-performing user journeys aligned with Takeda’s digital and AI strategy.

Key Responsibilities

UX Architecture & Strategy

• Define and drive enterprise UX strategy across ServiceNow.
• Establish design standards, reusable UI patterns, and component libraries.
• Advocate for user-first, OOTB-first, and accessibility-first design principles.
• Partner with Enterprise Architecture and Platform Governance teams for UX alignment.
• Present UX strategies and designs in architecture forums (EAC, platform councils).

UX Design & Development

• Design and develop modern user interfaces using:
  • UI Builder (Next Experience)
  • Employee Center / Employee Center Pro
  • Service Portal (legacy modernization where needed)
• Build reusable components using Now Experience Framework (Web Components).
• Create intuitive workflows, dashboards, and landing experiences.
• Ensure consistent UX across modules (ITSM, HRSD, CSM, IRM, SecOps).
• Optimize for performance, responsiveness, and cross-device compatibility.

AI-Driven User Experience

• Integrate AI capabilities into UX:
  • Now Assist (summarization, recommendations)
  • AI Search and contextual results
  • Virtual Agent conversational experiences
• Design human-in-the-loop experiences for AI-assisted workflows.
• Collaborate with AI and data teams to ensure responsible and explainable AI usage.
• Continuously evaluate emerging AI UX capabilities within ServiceNow.

User Journey & Experience Optimization

• Map end-to-end user journeys across services and workflows.
• Identify friction points and drive UX improvements.
• Use analytics and user feedback to continuously enhance experiences.
• Drive adoption through intuitive design and reduced cognitive load.

Integration & Data Experience

• Design UI experiences that integrate seamlessly with backend workflows and data.
• Work with APIs, IntegrationHub, and data sources to enable real-time UI updates.
• Ensure consistent data presentation across distributed systems.

Governance, Quality & Performance

• Ensure UX solutions comply with:
  • Accessibility standards (WCAG)
  • Performance benchmarks
  • Security and compliance requirements
• Conduct UX reviews, code reviews, and design validations.
• Support upgrades and ensure UI compatibility across releases.

Leadership & Mentorship

• Provide technical leadership to UX developers and junior team members.
• Define best practices and contribute to UX governance frameworks.
• Act as a bridge between design, development, and architecture teams.

Required Skills & Qualifications

Technical Expertise

• 8+ years of overall IT experience.
• 5+ years of hands-on ServiceNow UX development experience.
• Deep expertise in:
  • UI Builder (Next Experience Framework)
  • Now Experience UI Framework (Web Components)
  • Employee Center / Employee Center Pro
  • Service Portal (legacy and migration strategies)
• Strong proficiency in:
  • JavaScript, HTML, CSS
  • REST APIs and integrations
• Experience with:
  • Virtual Agent
  • AI Search
  • Now Assist capabilities
• Understanding of:
  • UX design principles and usability standards
  • Accessibility (WCAG compliance)
  • Responsive and mobile-first design

Certifications (Preferred)

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Application Developer (CAD) – Required
• ServiceNow UX / UI Builder / Portal-related certifications – Required

Soft Skills

• Strong communication and stakeholder engagement skills.
• Ability to translate business needs into intuitive UX solutions.
• Analytical thinking and problem-solving mindset.
• Ability to work in Agile and cross-functional teams.

Preferred Experience

• Experience across multiple ServiceNow modules (ITSM, HRSD, CSM, IRM, SecOps).
• Experience in enterprise UX transformation initiatives.
• Exposure to AI-driven UX and conversational interfaces.
• Experience working in regulated environments (GxP, SOX).
• Familiarity with enterprise architecture and governance models.

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