ServiceNow Experience Architect

Job#: 3023431

Job Description:
Human-Centered Design (HCD) Contractor - Updated with ServiceNow Requirements

Location: NextEra Energy, Juno Beach Office

Contract Type: 6 months

Department: IT
About the Role

We're looking for a Human-Centered Design (HCD) Experience Architect who blends strategic vision with hands-on execution - with a strong focus on ServiceNow portal design. You'll help shape where our digital experiences are headed (roadmaps, strategic research, stakeholder alignment) while also driving the practical work that makes them delightful and usable (research synthesis, usability testing, design reviews).

A key part of this role will be partnering with IT and platform teams to define, improve, and optimize ServiceNow portal experiences, ensuring they are intuitive, efficient, and aligned with both user needs and business goals.

You'll collaborate closely with business stakeholders, designers, and software development teams to keep user needs, business priorities, and system capabilities aligned. Some days that looks like leading research and shaping an experience roadmap; other days it's reviewing ServiceNow portal designs, running usability tests, or synthesizing findings teams can act on.

This role is best suited for someone confident in their craft, curious by nature, and comfortable navigating ambiguity without needing everything perfectly defined.
What You'll Do
Strategy & Direction

• Conduct ongoing user research to inform experience priorities and product direction.
• Develop and evolve personas, journey maps, and experience frameworks that guide decision-making.
• Support experience roadmaps by connecting user insight, business value, and delivery realities.
• Partner with stakeholders to align on vision, goals, and what "good" looks like - including for ServiceNow portal experiences.

Execution & Delivery

• Plan and facilitate usability testing, design reviews, and feedback sessions.
• Conduct qualitative and quantitative research and synthesize insights into clear recommendations.
• Identify experience challenges, uncover root causes, and propose practical solutions.
• Contribute to discovery and research activities that support near-term delivery and longer-term planning.
• Translate insights into artifacts and guidance that teams can actually use.
• Shape design strategy and UX recommendations specifically for ServiceNow portal and catalog experiences, ensuring alignment with platform capabilities and constraints.

Collaboration & Communication

• Work closely with business partners to understand needs, constraints, and success measures.
• Collaborate with software engineers and ServiceNow developers to ensure design intent is carried through implementation.
• Act as a connector between business, design, and development - reducing friction and increasing clarity.
• Present findings and recommendations in a way that's grounded, honest, and actionable.

Emerging Tools & Ways of Working

• Explore and pilot new tools and workflows - including AI-enabled research or design support - to improve efficiency and quality.
• Stay curious about how AI may shape future user experiences, while applying sound human judgment.

What We're Looking For
Experience & Skills

• Bachelor's degree in UX, Design, Human-Computer Interaction, Digital Strategy, Business, or a related field - or equivalent professional experience demonstrating strong human-centered design practice.
• 3+ years of experience in UX, digital strategy, product design, or human-centered research roles.
• Solid grounding in Human-Centered Design principles, research methods, and experience synthesis.
• Experience supporting both strategic initiatives and hands-on delivery work.
• Comfortable working within cross-functional, delivery-oriented teams.
• Experience designing, optimizing, or evaluating ServiceNow portals, catalog items, workflows, or service experiences.
• Understanding of ServiceNow platform capabilities and constraints as they relate to UX and portal design.

Tools & Ways of Working

• Working proficiency with Figma for collaborative design and design reviews.
• Familiarity with Jira (or similar tools) and working within agile, sprint-based teams.
• Working knowledge of AI-powered tools used in design, research, or synthesis - and a willingness to experiment and learn as the space evolves.
• Familiarity with ServiceNow Studio, portal configuration, or collaborating closely with ServiceNow developers.

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.