ServiceNow Employee Experience Architect

Lumecg; Sacramento (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Lumecg is seeking a talented professional to own the end-to-end consolidation of the Employee Center and legacy Service Portal into a seamless employee experience. This role requires partnering with HR/IT product owners to define architecture, establish design systems, and guide developers.

The ideal candidate will have substantial experience in ServiceNow HRSD, UI Builder, and Service Portal. A strong understanding of UX/UI principles, along with governance standards, is essential. Certification in ServiceNow CIS–HRSD is required.

Qualifications

• Minimum 8 years of experience in ServiceNow HRSD with Employee Center.
• Experience with at least one EC consolidation.
• Minimum 5 years’ experience in UX/UI and Information Architecture.
• Strong ability in designing and delivering end-to-end HRSD solutions.
• Certification in ServiceNow CIS–HRSD and relevant platform certs required.

Responsibilities

• Own the consolidation of Employee Center and legacy Service Portal.
• Define target information architecture and search strategy.
• Lead discovery, UX reviews, and content rationalization.
• Establish operating guardrails and performance standards.
• Drive continuous optimization with Performance Analytics.

Skills

ServiceNow HRSD

UI Builder/Now Experience

Service Portal

Information Architecture

UX/UI Design

Governance

Education

ServiceNow CIS–HRSD certification

Job description

Own the end-to-end consolidation of the Employee Center (EC/EC Pro) and legacy Service Portal into a single, seamless employee experience. Partner with HR/IT product owners to define the target information architecture, search strategy, and catalog taxonomy; establish a scalable design system and governance; and guide developers on UI Builder/Now Experience and (where needed) Service Portal refactors. Lead discovery, UX reviews, and content rationalization; create a migration and set performance standards. The architect will own the portal strategy, backlog, and acceptance criteria, ensuring consistent look/feel, behavior parity, and measurable improvements in search, speed, and adoption. This role also establishes operating guardrails: code and content governance, review gates, PR standards, update set/app-repo strategy, environments/promotion, and telemetry. They will define SLIs/SLOs, implement Search relevancy tuning, and drive continuous optimization with Performance Analytics and UX metrics—enabling the team to deliver fast, intuitive self‑service at scale.

Mandatory Qualifications

• Experience: Minimum 8 years of experience in ServiceNow HRSD with Employee Center (Pro), UI Builder/Now Experience, and Service Portal.
• Experience with at least one EC consolidation.
• Minimum 5 years’ experience in the following areas:
• Architecture & Build: Designing and delivering end-to-end HRSD solutions across the in-platform “tiers”—UI (EC/Service Portal/UI Builder), logic (Flow Designer, Business Rules, Scripted REST, ACL/RBAC), and data/integration (HR tables & Profiles, CSDM alignment, IntegrationHub/MID, SSO/SAML, LDAP/AD, DocuSign).
• Security & Governance: Scoped apps, least‑privilege, encryption/auditability; change/CAB, update set & app‑repo promotion, branching, code review gates; content/design governance.
• UX/UI/Information Architecture: Catalog taxonomy, topic pages, Knowledge Base surfacing, Search relevancy & facets; strong IA/wireframes; consistent theming/design system.
• Performance: Page‑weight budgets, asset strategy, caching, query & script optimization; monitor LCP/INP, error rates, and search success via Experience Analytics/PA.
• Data & Quality: ServiceNow dictionary/table design, indexing, GlideRecord best practices, DB views; ATF, Instance/Health Scan, Performance Dashboard; RBAC for sensitive HR data.
• Product & Delivery: Discovery/journey mapping, backlog & acceptance criteria, migration/cutover planning, stakeholder comms; author specs, IA/taxonomy, and implementation playbooks.
• Front‑end proficiency: Now components, data resources, client/server scripting; PR reviews for performance, security, maintainability.
• Reporting/Analytics: Define PA KPIs (deflection, search success), build dashboards; tune AI Search.
• Certification: ServiceNow CIS–HRSD and relevant platform certs.