ServiceNow (SNOW) UX Expert

Given the nature of this role, the selected candidate will regularly interface with very senior IC staff and cross-functional contractors supporting separate contracts. This requires a calm, confident communication style to engage effectively with diverse stakeholders and enable mission success.

As a ServiceNow UX Expert, you will play a pivotal role in designing user-centered solutions that improve mission effectiveness, enhance usability, and support the successful delivery of ServiceNow capabilities across the enterprise., * Understand user needs and behaviors through research.

• Develop user personas and user journeys.
• Design intuitive and user-friendly products and services.
• Create wireframes, prototypes, and high-fidelity mockups.
• Conduct usability testing and iterate on designs

Collaboration with Stakeholders:

• Work closely with IC staff, developers, and other contractors to clarify requirements and address gaps in design and implementation.
• Facilitate discussions and coordination between teams to ensure that requirements are clearly communicated and understood across contracts and workstreams.
• Participate in technical exchange meetings and workshops to refine requirements in alignment with SNOW platform capabilities and best practices.

Documentation and Communication:

• Document user research findings, user journeys, wireframes, prototypes, and usability recommendations.
• Present UX concepts, design recommendations, and usability findings to both technical and non-technical audiences.
• Provide regular updates to IC leadership regarding UX initiatives, design improvements, and user feedback.

Cross-Functional Leadership:

• Interface confidently with senior IC officials, ensuring requirements workflows are driven by strategic priorities and communicated in a professional, poised manner.
• Collaborate across multiple contractor teams, building relationships that foster open communication and alignment toward shared mission goals.

Work Environment:

• Collaboration: The role requires daily interaction with senior IC staff and integration with cross-functional contractor teams, where clear communication and strong interpersonal skills are essential.

• Active TS/SCI with Poly is REQUIRED, * Minimum of 8 years of relevant experience, with proven expertise in collecting and refining technical requirements for SNOW applications and workflows.
• 14+ years of professional experience
• Strong understanding of SNOW platform capabilities, including workflows, applications, and integrations.
• Experience operating in dynamic team environments, collaborating with both technical and non-technical stakeholders.

Skills

• User research and analysis.
• Interaction design.
• Visual design.
• Prototyping and usability testing.
• Human-centered design principles.

Interpersonal & Communication Skills:

• Confidence working with very senior leadership and an ability to communicate clearly, calmly, and effectively across diverse audiences.
• Demonstrated ability to navigate and collaborate across multiple contractor teams, fostering alignment in cross-functional environments.
• Strong analytical and interpersonal skills for bridging the gap between technical teams and mission-driven stakeholders., * Familiarity with Intelligence Community (IC) environments, workflows, and directives.
• Experience working in agile or hybrid development environments, including collaboration with Scrum teams.
• Certification in ServiceNow frameworks or business analysis methodologies such as Certified Application Specialist or Certified Business Analyst Professional (CBAP).
• Capability in creating visual requirements documentation (e.g., process models, data flow diagrams) using tools like Microsoft Visio, Lucidchart, or other standard platforms.