ServiceNow's Customer Excellence Group (CEG) aims to help customers achieve their business outcomes by providing prescriptive guidance, driving consumption, adoption, and customer satisfaction on the ServiceNow platform.
Requirements
- At least 5 years of configuration or development experience on the ServiceNow platform, as a ServiceNow functional expert, in the areas of app dev, web development, integrations, ServiceNow portal, workspace and mobile solutions
- Experience with ServiceNow Platform GenAI capabilities leveraging Now Assist.
- Current ServiceNow System Administrator (CSA) Certification.
- Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consult on UX related projects
- Expert-level experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies
- Applying a User-Centered Design mindset and methodology when working on product designs
- ServiceNow certifications such as Application Development (CAD), Service Portal, and Virtual Agent are beneficial.
Responsibilities
- Build best-in-class user experiences on the ServiceNow platform considering customer design systems, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
- Drive customer KPIs, such as adoption and retention, across the platform leveraging User Experience and Design Thinking.
- Lead customer design and requirements workshops around Employee Center, Workspace, Virtual Agent and Mobile.
- Work hand-in-hand with customer teams to shape a shared vision of the future state, bring that vision to life through experience design, and optimize it through iterative validation to ensure it delivers measurable value.
- Lead conversations and work efforts between your customers and third-party design/creative teams.
- Be the guiding voice for customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security – while leveraging the full potential of the ServiceNow platform.
- Working in an Agile environment, draft technically focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing, estimating, and approving them.
Other
- The ideal candidate for this role is passionate about the intersection of human needs and business impact.
- They thrive in a fluid work environment, are a self-motivated partner, leader and hands-on maker working across a variety of industries, and synthesize diverse perspectives.
- An exceptional designer OR developer with some capability in the other discipline will also be considered.
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) in complex and varied customer environments, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Proven team player and team builder
- Travel depending on customer needs and internal meetings, potentially up to 50%.
