This role leads user experience research and design for enterprise software solutions, with a focus on the ServiceNow platform. Responsibilities include conducting in-depth user research, developing personas and journey maps, designing intuitive interfaces, and working closely with cross-functional teams to deliver effective digital services across the Asia Pacific region.
Responsibilities
- Plan, execute, and evaluate user research initiatives such as interviews, usability testing, surveys, and observational studies to uncover user needs, behaviors, and challenges.
- Create user personas, journey maps, and experience frameworks tailored to business process workflows.
- Partner with stakeholders to identify research opportunities and convert insights into actionable design improvements and user stories that enhance efficiency, satisfaction, and measurable impact.
- Design application interfaces, workflows, and interactive elements for portals and custom solutions, aligning with ServiceNow design standards and accessibility requirements.
- Produce wireframes, prototypes, and high-fidelity visual models using industry-standard tools, refining them based on feedback and usability testing outcomes.
- Collaborate with ServiceNow developers, administrators, and business analysts to ensure designs are feasible and correctly implemented.
- Lead design workshops and stakeholder sessions to collect requirements and validate design concepts.
- Deliver detailed design specifications and guidance during development, incorporating iterative feedback and conducting reviews to maintain implementation quality.
Requirements
- Bachelor's degree in User Experience Design, Human-Computer Interaction, Psychology, Design, or a related field, or equivalent hands-on experience.
- Minimum of 7 years of professional experience in UX design and user research.
- At least 2 years of experience working with enterprise software platforms, with preference for ServiceNow.
- Proficient in design and prototyping tools including Figma, Sketch, and Adobe Creative Suite.
- Solid understanding of user research methods, including qualitative and quantitative techniques, usability testing, and data interpretation.
- Proven experience designing and running research studies that guide product development and validate design choices.
- Ability to transform research data into clear, actionable insights and communicate recommendations effectively to varied stakeholders.
- Strong communication and presentation abilities, with skill in explaining design rationale and research outcomes to both technical and non-technical audiences.
- Collaborative approach with experience in cross-functional teams and Agile environments.
- Demonstrated expertise in ServiceNow UX capabilities, including Service Portal, mobile interfaces, and workspace configurations.
- Design self-service experiences that simplify IT service requests, incident reporting, and knowledge access for end users.
- Optimize ServiceNow forms, lists, and dashboards to increase efficiency and reduce training needs across diverse user roles and departments.
- Familiarity with ServiceNow platform features such as Service Portal, mobile apps, and workspace design principles.
- Working knowledge of web technologies including HTML, CSS, and JavaScript to support collaboration with development teams.
- Understanding of accessibility standards (WCAG) and inclusive design practices in enterprise software contexts.
Tech Stack
Figma, Sketch, Adobe Creative Suite, ServiceNow, HTML, CSS, JavaScript
Work Arrangement
local-country — Asia Pacific region
Team
Team of 14,000 employees across over 20 cities in Asia Pacific, operating in cross-functional units that include ServiceNow developers, administrators, business analysts, and UX professionals.
- Adventure
- Excellence
- Integrity
- Ownership
- Unity
Additional Information
- Guided by core values: Adventure, Excellence, Integrity, Ownership, and Unity.
- Committed to Impact through valuing clients, growing employees, and shaping the future.
- Official communications are sent exclusively from verified corporate email addresses ending in @ncs.com.sg.
- Be cautious of phishing attempts involving fake emails impersonating recruiters.
- Verify the authenticity of suspicious messages by contacting reachus@ncs.com.sg.
