Job Description

Contract term:1 year contract to start
Work model: ideal it is Hybrid in Ottawa: Will consider remote in On or Qc.
This work will require Reliability status.


Top Skills Required:
• Experience designer having worked with ServiceNow Employee Centre Pro and ServiceNow (SNOW)’s design system
• Strong cross-functional experience across user experience design, and service design with strong skills in FIGMA
• Very good understanding of information architecture

Other Skills Required:
• Very strong communication skills and ability to articulate the importance and value of human-centred design; Experience with WCAG 2.1/2.2 and inclusive design principles; strong understanding of design thinking frameworks
Assets:
• Ability to build prototypes using figma
• Bilingual in English and French

Specific Project Requirements
Redesign the existing intranet for employees currently sitting on Sharepoint 2016, to a new refreshed experience on ServiceNow Employee Centre Pro, transforming the experience to an employee hub that centralizes meaningful corporate information and access to relevant user actions and tasks (of services behind SNOW).
The ServiceNow Designer service provider will play a role in designing engaging and user-friendly digital experiences that enhances employees to access information that is meaningful to their role, creating increased productivity and satisfaction. The service provider will support the redesign of the existing internal communications site to a new experience on ServiceNow’s employee centre pro platform, collaborating with stakeholders across the organization.
These services involve designing streamlined employee experiences that improve a user’s ability to access communications, services and resources that fosters productivity, leveraging primarily out-of-the-box functionality. The ideal service provider will be a well-rounded designer, with strong experience in service and user experience design, user research and testing, and UX writing, with a keen focus on creating effective experiences.

Day to Day:

• Design and Implementation: Lead the redesign of the existing SharePoint site to a new intranet experience built on ServiceNow Employee Center Pro, ensuring business needs are met through user-centred design, and feasibility of technical implementation.
• User Research: Conduct user research to understand the needs and pain points of internal teams and opportunities for improvement to inform redesign.
• Requirements Gathering: Work collaboratively with Product Owners and Business Analysts to ensure user needs are clearly captured and articulated through features, user stories and acceptance criteria. Support workshop design and facilitation to gather user requirements, identifying measurable UX and service interactions. Work collaboratively with developers to ensure experiences are technically feasible, guiding business stakeholders towards user-friendly design that is aligned with out-of-the-box (OOTB) technology solutions available.
• Prototyping and Testing: Develop wireframes, prototypes, and mock-ups and conduct usability testing to refine designs based on user feedback.
• UX Writing: Craft clear and concise UX content that enhances user understanding and engagement, ensuring information is grouped and labelled intuitively for users with plain language, aligned to ServiceNow capabilities.
• Inclusive Design: Ensure designs adhere to inclusive design principles and accessibility standards (WCAG 2.2) and comply with the Accessible Canada Act. Work collaboratively with Accessibility Subject Matter Experts to ensure accessibility needs are met proactively.
• User Flows: Focus on optimizing user flows to enhance the efficiency and effectiveness of the salesforce platform that improves customer, partner and employee experience.
• Collaboration: Work closely with product owners, business analysts, developers, and other stakeholders to ensure design alignment with business goals and technical constraints.
• Design Systems: Utilize ServiceNow’s Horizon design system to create consistent, intuitive and visually appealing interfaces to consistency and streamline the design process, while ensuring synergies and consistency is built into the global design system (custom).
• Design Excellence: Collaborate closely with other UX and service design practitioners to build and refine the experience design practice, ensuring high standards of design quality and consistency across experiences. Stay updated with the latest trends and best practices in UX/UI design, ServiceNow applications, and accessibility standards.
• Agility: Works collaboratively within a cross-functional team using agile methodologies (Scrum, Kanban), takes ownership of work, estimates and reflects updates in agile work management systems such as Azure DevOps (ADO) or Planview.