ServiceNow UX Lead

McKesson is an impact-driven Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights products and services that make quality care more accessible and affordable. Here we focus on the health happiness and well-being of you and those we serve we care.

What you do at McKesson matters. We foster a culture where you can grow make an impact and are empowered to bring new ideas. Together we thrive as we shape the future of health for patients our communities and our people. If you want to be part of tomorrows health today we want to hear from you.

The Senior ServiceNow UX Lead is a senior individual contributor responsible for leading user experience strategy design standards and delivery execution across McKessons enterprise ServiceNow platform. This role ensures ServiceNow solutions are intuitive consistent accessible and aligned with McKesson business outcomes platform governance and enterprise UX principles.

This role partners closely with Business Product Owners Platform Owners Architects Developers McKesson Enterprise UX/OCM Teams and Business stakeholders to advocate for user needs and ensure experience considerations are embedded throughout planning design and delivery.

Key Responsibilities:

• Define and lead the UX strategy standards and experience principles for McKessons ServiceNow platform.
• Serve as the ServiceNow UX authority within platform and solution governance forums ensuring consistent and highquality user experiences are upheld using standards.
• Establish and own ServiceNow UX governance and participate in design authority committees as required.
• Ensure user needs are understood and incorporated throughout solution intake design and delivery.
• Facilitate UXfocused project workshops and research activities to align stakeholders on experience goals KPIs and design direction.
• Partner with Business Product Owners Business Analysts and Development teams to guide UX decisions across portals workspaces and workflows.
• Review and provide guidance on UX designs and implementations to ensure alignment with standards usability and accessibility expectations.
• Advocate for usercentered design practices and mentor teams on ServiceNow UX best practices.
• Operate at a high degree of autonomy leading complex crossfunctional initiatives and influencing platform standards and outcomes without direct people management.

Minimum Requirement:

Typically requires 7 years of relevant professional experience or an equivalent combination of education and experience

Minimum Qualifications

• 7 years of experience working with the ServiceNow platform including experience influencing or leading UX outcomes.
• Demonstrated experience operating as a senior individual contributor in a large complex enterprise environment.
• Able to work on multiple projects at the same time in a very fast-paced environment.
• Strong stakeholder facilitation and communication skills with the ability to influence without direct authority.
• Proven ability to translate complex business and technical requirements into clear effective user experiences.
• Able to facilitate and lead US design and process-related workshops utilize design tools like Miro PowerPoint Whiteboarding etc. for visualizations.

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)

Preferred Qualifications

• Experience supporting multiple ServiceNow workflows (e.g. ITSM HRSD CSM GRC custom applications).
• Experience working within a formal platform operating model or Center of Excellence (CoE).
• Experience defining and measuring UX success metrics such as adoption efficiency and user satisfaction.

Preferred Certifications

ServiceNow (PlatformSpecific)

• Employee Center Accreditation
• UI Builder MicroCertification
• Certified Implementation Specialist (CIS) in one or more relevant domains:
• IT Service Management (CISITSM)
• Human Resources (CISHR)

Industry UX / Design (VendorNeutral)

• Nielsen Norman Group (NN/g) UX Certification
• Human Factors International (HFI)
• Certified Usability Analyst (CUA)
• Certified Experience Analyst (CXA)
• Interaction Design Foundation (IxDF) UX certificates (research interaction design usability or UX strategy)
• Accessibility / Inclusive Design Certification (WCAGaligned or equivalent)

Working Conditions:

• In office requirement we are Flex and Connect with 2 days a week in office

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors including performance experience and skills equity regular job market evaluations and geographical markets. The pay range shown below is aligned with McKessons pay philosophy and pay will always be compliant with any applicable regulations. In addition to base pay other compensation such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson pleaseclick here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .

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