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UX Experience Designer- ServiceNow

Altis Recruitment

Ottawa, Ontario

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    Save this job      2025-09-09

UX Experience Designer- ServiceNow

Altis Recruitment

Ottawa, Ontario
 
Salary: Information unavailable
 

The Experience Designer will design intuitive, service-focused digital experiences within the ServiceNow CSM module. The goal is to ensure service workflows are efficient, accessible, and aligned with business objectives. This is a 6 months contract , remote. 

The focus will be on:

  • Streamlining service experiences to help users access support, resolve issues, and engage effectively with services.

  • Leveraging out-of-the-box ServiceNow functionality.

  • Applying expertise in service and UX design, research, testing, and UX writing to deliver purposeful, scalable, and user-friendly experiences.

This role is part of a modernization initiative, transforming workflows for multiple front-line teams. The work will directly influence customer experience, satisfaction, SLA adherence, and operational efficiency.

Primary Responsibilities

  • Design & Implementation: Lead user-centered experience design in ServiceNow CSM, ensuring alignment with business needs and platform constraints.

  • User Research: Gather insights from internal teams and customers to inform design improvements.

  • Requirements Gathering: Collaborate with Product Owners and BAs to define user needs, features, and acceptance criteria.

  • Prototyping & Testing: Create wireframes, prototypes, and mockups; run usability tests to refine designs.

  • UX Writing: Develop clear, concise, plain-language content aligned with ServiceNow capabilities.

  • Inclusive Design: Ensure compliance with WCAG 2.2 and the Accessible Canada Act.

  • User Flows: Optimize flows for efficiency and minimal friction.

  • Collaboration: Work closely with cross-functional teams to meet business and technical goals.

  • Security & Privacy: Ensure designs meet privacy and security standards.

  • Design Systems: Apply the ServiceNow Horizon design system and ensure consistency across experiences.

  • Design Excellence: Maintain high standards and stay current on UX/UI, ServiceNow, and accessibility best practices.

  • Agility: Operate within agile teams (Scrum/Kanban), manage deliverables, and track work in tools like Azure DevOps or Planview.

 
 


We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

 

Have questions or want to learn more about us? We would love to hear from you!

 

militaryfamilies@altis.com

 

 

Whenever possible, reach out to a named contact rather than a general inbox  - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

 

 

 

About Altis Recruitment

Welcome on behalf on the Altis Recruitment team! Altis has a long-standing business relationship with the Defence community. For more than 30 years, we have been grateful to work alongside the Department of National Defence and countless military professionals. We know that family members of military personnel often make many personal sacrifices to support their loved ones. We understand that it can be difficult to pursue a career when embracing sudden changes like relocation and deployment. For some, this has meant putting a pause on career goals or professional development. We would like to provide you with everything you need for a successful and confident job search – in addition to access to job opportunities. Download the checklists our experts have created to help you be at your best from application to interview.