Senior UX / Service Designer – (ServiceNow)
? Location: Dearborn, MI-Hybrid
Position Summary
Epitec is seeking for largest global U.S. automaker a Senior UX / Service Designer to support intuitive, end?to?end digital and service experiences across enterprise platforms and customer touchpoints. This role focuses heavily on ServiceNow user experience, training design, and organizational change enablement, partnering with developers and IT stakeholders to drive adoption, usability, and design excellence.
Key Responsibilities
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Research and analyze user needs, behaviors, and preferences to design intuitive experiences
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Map end?to?end user journeys across digital products, services, and enterprise touchpoints
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Define interaction models across touch, voice, gesture, and in?tool guidance
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Design logical, intuitive information architecture
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Manage translators and localization specialists
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Design cohesive service experiences across complex ecosystems and stakeholders
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Integrate Accessibility and Universal Design principles into all solutions
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Conduct usability testing and UX research to identify friction points
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Advocate for user needs and design craft excellence
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Apply systems design methodologies to solve complex challenges
ServiceNow / OCM Responsibilities
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Design and execute OCM plans for ServiceNow modules:
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ITSM (Incident, Change, Problem, Request, Knowledge, CMDB)
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ITOM, ITAM, BCM
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Partner with developers to optimize UX in ServiceNow Employee Center & Service Portal
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Design embedded in?tool guidance and help documentation
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Translate complex ITSM process updates into clear “what it means for you” messaging
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Lead editorial strategy for ServiceNow release notes and internal communications
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Use ServiceNow dashboards and reporting to monitor adoption metrics
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Identify workflow friction points and design targeted UX interventions
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Develop and deliver training materials, including:
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Quick reference guides
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Video demos
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Live coaching for IT stakeholders
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Minimum Experience (Years)
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5–8+ years of experience in UX Design, Service Design, Product Design, or related roles
Required Skills
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Training Design
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UX Design
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ServiceNow
Preferred Skills / Experience
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Product Design experience
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ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications
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Familiarity with Organizational Change Management (OCM) frameworks
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Experience supporting enterprise ITSM environments
Education
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Required: Bachelor’s Degree
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Preferred: Certification Program(s)
#UXDesign #ServiceDesign #ServiceNow #ITSM #OCM #TrainingDesign #UserExperience #DesignJobs #Epitec
#LI-KT1 #INDOEM