ServiceNow OCM & User Experience Specialist (W2 Position)

Hi We have a job opportunity of a Role ServiceNow OCM & User Experience Specialist with given job description on W2. Please forward updated profile to or 1 .

Role: ServiceNow OCM & User Experience Specialist (W2 Position)

Location: Dearborn MI (Hybrid)

Duration: 12 Months

Experience: 7 Years

Jd:

Skills Required:

• Training Application Training Technical Communication

Skills Preferred:

• Product Design

Experience Required:

• Senior Designer Exp.: 5-8 years

Experience Preferred:

• If youre a Certified System Administrator (CSA) or hold other specialized ServiceNow certifications wed love to see them!
• Familiarity with OCM frameworks is a huge plus and will help you hit the ground running.

Key Responsibilities:

• Understand user needs behaviors and preferences to create intuitive interactions
• Map the user journey throughout their interactions with the organization
• Define how users interact with various interfaces like gesture controls voice commands touchscreens etc.
• Structure information in a logical and intuitive manner
• Manage translators and localization specialists
• Understand entire ecosystem of services including various touchpoints and stakeholders involved in delivering the service to create a cohesive and seamless service experience
• Integrate Accessibility and Universal Design principles into the design process
• Conduct usability testing and user experience research to evaluate the effectiveness and efficiency of interactions
• Prioritize user needs and advocate for design craft excellence 10) Leverage systems design processes to solve design challenges holistically

Additional Information :

• Design and execute OCM plans specifically tailored for ServiceNow BCM ITOM ITAM and ITSM modules (Incident Change Problem Request Knowledge and CMDB).
• Partner with developers to optimize the user experience within the ServiceNow Employee Center and Service Portal. Design embedded in-tool guidance and help documentation.
• Translate complex ITSM process updates into what it means for you messaging. Lead the editorial strategy for ServiceNow release notes and newsletters ensuring technical accuracy and clarity.
• Use ServiceNow reporting and dashboards to monitor adoption metrics. Identify friction points in specific ITSM workflows and design targeted interventions to improve data quality and process compliance.
• Develop and deliver training content that focuses on the why of the process and the how of the tool including quick reference guides video demos and live coaching for IT stakeholders.