ServiceNow (SNOW) UX Expert

ServiceNow (SNOW) UX Expert


📍 Bethesda, MD
📌 Full Time | On Site


Join Synertex LLC and bring your expertise to a mission that matters. We're looking for an experienced ServiceNow UX Expert to support our Intelligence Community (IC) customer. The ideal candidate will focus on creating intuitive, user-centered experiences that improve usability and efficiency across ServiceNow applications and workflows.


Given the nature of this role, the selected candidate will regularly interface with very senior IC staff and cross-functional contractors supporting separate contracts. This requires a calm, confident communication style to engage effectively with diverse stakeholders and enable mission success.


As a ServiceNow UX Expert, you will play a pivotal role in designing user-centered solutions that improve mission effectiveness, enhance usability, and support the successful delivery of ServiceNow capabilities across the enterprise.


RESPONSIBILITIES:

User Experience (UX) Professional 


Primary Focus:

• User-centered design, user experience, and usability.

Key Responsibilities:

• Understand user needs and behaviors through research.


• Develop user personas and user journeys.


• Design intuitive and user-friendly products and services.


• Create wireframes, prototypes, and high-fidelity mockups.


• Conduct usability testing and iterate on designs

Collaboration with Stakeholders:

• Work closely with IC staff, developers, and other contractors to clarify requirements and address gaps in design and implementation.


• Facilitate discussions and coordination between teams to ensure that requirements are clearly communicated and understood across contracts and workstreams.


• Participate in technical exchange meetings and workshops to refine requirements in alignment with SNOW platform capabilities and best practices.

Documentation and Communication:

• Document user research findings, user journeys, wireframes, prototypes, and usability recommendations.


• Present UX concepts, design recommendations, and usability findings to both technical and non-technical audiences.


• Provide regular updates to IC leadership regarding UX initiatives, design improvements, and user feedback.

Cross-Functional Leadership:

• Interface confidently with senior IC officials, ensuring requirements workflows are driven by strategic priorities and communicated in a professional, poised manner.


• Collaborate across multiple contractor teams, building relationships that foster open communication and alignment toward shared mission goals.

Work Environment:

• Collaboration: The role requires daily interaction with senior IC staff and integration with cross-functional contractor teams, where clear communication and strong interpersonal skills are essential.

REQUIREMENTS:

• Active TS/SCI with Poly is REQUIRED

Experience & Skills:

• Minimum of 8 years of relevant experience, with proven expertise in collecting and refining technical requirements for SNOW applications and workflows.


• 14+ years of professional experience


• Strong understanding of SNOW platform capabilities, including workflows, applications, and integrations.


• Experience operating in dynamic team environments, collaborating with both technical and non-technical stakeholders.

Skills

• User research and analysis.


• Interaction design.


• Visual design.


• Prototyping and usability testing.


• Human-centered design principles.

Interpersonal & Communication Skills:

• Confidence working with very senior leadership and an ability to communicate clearly, calmly, and effectively across diverse audiences.


• Demonstrated ability to navigate and collaborate across multiple contractor teams, fostering alignment in cross-functional environments.


• Strong analytical and interpersonal skills for bridging the gap between technical teams and mission-driven stakeholders.

Preferred Qualifications:

• Familiarity with Intelligence Community (IC) environments, workflows, and directives.


• Experience working in agile or hybrid development environments, including collaboration with Scrum teams.


• Certification in ServiceNow frameworks or business analysis methodologies such as Certified Application Specialist or Certified Business Analyst Professional (CBAP).


• Capability in creating visual requirements documentation (e.g., process models, data flow diagrams) using tools like Microsoft Visio, Lucidchart, or other standard platforms.