Our client is seeking a highly skilled ServiceNow Experience Designer to lead the design of intuitive, accessible, and service-oriented digital experiences within the ServiceNow Customer Service Management (CSM) module. In this role, you will transform service workflows to improve how internal teams and customers interact, driving efficiency, satisfaction, and alignment with business goals. You will conduct user research, create journey maps, develop prototypes, and ensure WCAG 2.2 accessibility compliance—leveraging primarily out-of-the-box ServiceNow functionality. As part of a major modernization initiative, your work will directly impact customer satisfaction, SLA adherence, and operational effectiveness across multiple front-line teams. The ideal candidate brings proven expertise in UX and service design, strong familiarity with the ServiceNow Horizon design system, and experience in usability testing, UX writing, and inclusive design practices. If you are passionate about delivering purposeful, user-friendly, and scalable experiences in a collaborative, agile environment, we want to connect with you.
* 12 month position
Fully Remote *

QUALIFICATIONS

• Experience: Proven experience as a senior UX and/or Service Designer, preferably within the ServiceNow platform and Customer Service Management module or demonstrated capabilities to learn new technology capabilities. Experience in UX writing and UX research is considered an asset.
• ServiceNow: Familiarity with ServiceNow Horizon design system and deep understanding of building intuitive experiences using ServiceNow.
• Skills: Strong skills in user experience design and service design, research, usability testing, UX writing, and prototyping tools (e.g., Figma, Adobe XD, Dovetail, Miro, Mural).

Other Skills Required:

• Empathy: Strong ability to build rapport with users and quickly gain a deep understanding of their needs and jobs to be done.
• Accessibility: Strong understanding of inclusive design practices, WCAG 2.2 guidelines and the Accessible Canada Act.
• Communication: Excellent communication skills, with the ability to present and explain design concepts to both technical and non-technical stakeholders.
• Team Player: Ability to collaborate effectively within cross-functional teams, be proactive and build strong alignment across various teams and a diverse set of stakeholders. Experience with agile ways of working and matrixed environments would be considered an asset.
• Stakeholder Management: Ability to manage a diverse set of stakeholders across a matrixed organization, ensuring organized workshops that drive alignment and user-centric decision-making.

Assets:

• Certification in experience design such as Accredited Service Design Professional - Service Design Network (SDN), NN/g UX Certification – Nielsen Norman Group
• Certification in ServiceNow such as Certified Application Specialist – Customer Service Management (CSM) or ServiceNow Certified System Administrator

SUMMARY

If you’re interested in learning more please submit your résumé and one of our senior Recruiters would be happy to give you a call to discuss further.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process

• Design & Implementation – Lead the creation of user-centered experiences within the ServiceNow CSM module, ensuring workflows meet business needs and platform constraints.
• User Research – Conduct research to understand user needs, pain points, and expectations, and translate findings into actionable design improvements.
• Requirements Gathering – Collaborate with Product Owners and Business Analysts to define features, user stories, and acceptance criteria, and facilitate workshops to capture requirements.
• Prototyping & Testing – Develop wireframes, prototypes, and mock-ups, and conduct usability testing to validate and refine designs.
• UX Writing – Produce clear, concise, and plain-language content to support user understanding and align with ServiceNow capabilities.
• Inclusive Design – Ensure all designs meet WCAG 2.2 accessibility standards and comply with the Accessible Canada Act.
• User Flow Optimization – Improve efficiency and reduce friction across ServiceNow CSM user journeys for customers, partners, and employees.
• Collaboration – Work closely with cross-functional teams, including developers, product owners, business analysts, and service delivery teams, to align designs with technical feasibility and business goals.
• Security & Privacy Compliance – Incorporate data privacy and security best practices into all designs.
• Design Systems – Apply the ServiceNow Horizon design system and ensure consistency across all interfaces and experiences.
• Design Quality – Partner with other UX and service design practitioners to maintain high design standards and stay current with best practices.
• Agile Ways of Working – Operate within Scrum or Kanban frameworks, estimate effort, own deliverables, and track progress in tools like Azure DevOps or Planview.