Senior ServiceNow Experience Lead: ITSM & HRSD, AI-Driven

Nexturn; United States; Remote; USD 170,000 - 210,000; Full time

Job summary

Nexturn in the United States is seeking a Lead ServiceNow Experience Designer & Developer to own both the experience design and the technical build for ITSM and HRSD. You will shape employee and agent journeys, design UX artifacts, and implement solutions on the ServiceNow platform.

As a functional lead with clients, you will drive process design, run stakeholder discussions, mentor developers, and leverage Now Assist and AI to accelerate delivery. Strong ServiceNow and UX background required.

Qualifications

• 8+ years total experience, 6+ years on ServiceNow in ITSM/HRSD.
• 3+ years UX experience with Employee Center and SOW.
• Advanced ServiceNow development: scripting, integrations, Flow Designer.
• Hands-on AI experience including Now Assist.
• Strong communication and stakeholder management with clients new to ServiceNow.
• Experience with Agile delivery.

Responsibilities

• Design end-to-end employee and agent journeys: onboarding/offboarding, issue-to-resolution, request-to-fulfillment, and self-service search and knowledge (deflection).
• Create UX artifacts such as personas, journey maps, empathy maps and prototypes, and run usability tests.
• Design and configure Employee Center, Service Operations Workspace (SOW), and UI Builder experiences.
• Build ITSM and HRSD solutions covering scripting, integrations, data model, security, performance and upgrades.
• Review code, mentor developers, and act as the technical decision-maker on complex builds.
• Use Now Assist and generative and agentic AI in design, development, and validation.
• Lead client conversations as a functional lead: run process design and out-of-the-box fit discussions, and help manage the backlog.

Skills

UX design

Stakeholder management

Agile delivery

Client communication

Functional leadership

Education

ServiceNow CSA

ServiceNow CAD

CIS ITSM/HRSD

Employee Center, SOW, UI Builder badges

Tools

ServiceNow

Now Assist

Flow Designer

UI Builder

Job description

Nexturn in the United States is seeking a Lead ServiceNow Experience Designer & Developer to own both the experience design and the technical build for ITSM and HRSD. You will shape employee and agent journeys, design UX artifacts, and implement solutions on the ServiceNow platform.

As a functional lead with clients, you will drive process design, run stakeholder discussions, mentor developers, and leverage Now Assist and AI to accelerate delivery. Strong ServiceNow and UX background required.