OCM ServiceNow Designer

Job#: 3031261

Job Description:

Hybrid On-Site Dearborn MI

12+ Month Contract

$50-70/HR

Position Overview

This role is responsible for designing intuitive, engaging, and end-to-end user experiences across vehicles, digital products, and customer touchpoints. The designer applies research, analysis, and design expertise to create seamless interactions that align with user needs, brand values, and industry standards. This position also plays a key role in driving adoption through clear communication, training, and user-centered design within complex systems.

Key Responsibilities

• Conduct user research to understand needs, behaviors, and pain points, and translate insights into intuitive design solutions
• Map end-to-end user journeys to ensure cohesive and seamless experiences across all touchpoints
• Define and design user interactions across interfaces, including touch, voice, gesture, and digital platforms
• Develop clear and logical information architecture to support usability and accessibility
• Collaborate with translators and localization specialists to ensure consistent global experiences
• Analyze the full service ecosystem, including systems, stakeholders, and processes, to design integrated service experiences
• Apply accessibility and universal design principles throughout the design process
• Plan and execute usability testing and user research to validate and improve design effectiveness
• Advocate for user-centered design and maintain a high standard of design quality
• Utilize systems thinking and design methodologies to solve complex, cross-functional challenges

ServiceNow & Change Enablement Responsibilities

• Design and execute Organizational Change Management (OCM) strategies for ServiceNow modules, including ITSM (Incident, Change, Problem, Request, Knowledge, CMDB), ITOM, ITAM, and BCM
• Partner with development teams to enhance user experience within ServiceNow Employee Center and Service Portal, including embedded guidance and in-tool help content
• Translate complex technical updates into clear, user-focused messaging ("what it means for you")
• Lead editorial strategy for release notes, knowledge content, and internal communications, ensuring clarity and accuracy
• Leverage ServiceNow reporting and dashboards to monitor adoption and identify workflow friction points
• Design targeted interventions to improve user adoption, data quality, and process compliance
• Develop and deliver training materials, including quick reference guides, video tutorials, and live sessions for stakeholders

Required Skills

• Training and enablement
• Application training
• Technical communication

Preferred Skills

• Product design

Experience

• 5-8+ years of experience in UX, service design, or related fields
• Proven ability to work on complex systems and cross-functional initiatives

Preferred Experience

• ServiceNow certifications (e.g., Certified System Administrator or related specializations)
• Familiarity with Organizational Change Management (OCM) frameworks

Education

• Bachelor's degree required
• Certification programs or advanced training preferred

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.