Full-Time Principal Technical Consultant, Creator Workflows

This role is part of the Creator Workflows and Platform Expert Services team and will be a functional and technical expert on ServiceNow's front-end technologies. The ideal candidate is passionate about the intersection of human needs and business impact, thrives in a fluid work environment, is a self-motivated partner/leader, and a hands-on maker who works across a variety of industries, synthesizing diverse perspectives. An exceptional designer or developer with some capability in the other discipline will also be considered.

What you get to do:

• Build ServiceNow user experiences considering customer design, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
• Lead customer design workshops around Service Portal, Workspace, and Mobile.
• Transform co-created future state narrative design into an experience, then enhance and refine through validation of design concepts.
• Act as a liaison between customer and third-party design/creative teams and customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security.
• Draft technically focused user stories, their acceptance criteria, testing strategy, and knowledge transfer, supporting customers in reviewing and approving them.
• Create and deliver front-end solutions considering long-term technical architecture, process design, and ServiceNow technical standards.
• Support engagement efforts related to Platform-wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops.
• Advise customers in leveraging ServiceNow Front End capabilities to improve existing processes and user experiences.
• Guide and provide ad-hoc oversight and enablement for customer future administrators throughout the engagement.
• Be a lead member of an overall engagement project team focused on delivering successful customer outcomes.
• Juggle multiple and complex projects/initiatives.
• Promote continuous improvement practices for delivery/engagement materials.
• Support specific sales activities when required.
• Provide training and mentoring to other ServiceNow delivery team and partner ecosystem members.

Up to 30% travel, depending on customer needs and internal meetings.

Minimum Qualifications:

• At least 8 years of configuration or development experience (ServiceNow app dev, web development, integrations, ServiceNow portal, workspace, and mobile solutions).
• Demonstrated ability to influence and consult in complex customer environments, providing thought leadership.
• Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consulting on UX-related projects.
• Experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies.
• Applying a User-Centered Design mindset and methodology.
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
• Proven team player and team builder.

Preferred Qualifications:

• Bachelor's degree or certifications (Human-Computer Interaction or related field).
• Experience in conceptualization, design strategy, UX, and art direction of prototypes.
• Familiarity with collaboration, design, and prototyping tools (Miro, Sketch, inVision, Figma, Adobe).
• Experience with user research (User Interviews, Usability Studies, etc.).
• Command of design basics (readability, iconography, color, spatial relationships).
• ServiceNow certifications (e.g., CSA, CAD, Service Portal, Virtual Agent).

What is the last date for applying to the job?

Which countries are accepted for this remote job?