User Interface Designer

Role Overview

Technical Support Engineer – UX (ServiceNow)

You will act as a UX-focused SME, helping customers navigate ServiceNow interface capabilities, reporting UI defects, enhancing adoption, and advocating for better user experience across releases.

Key Responsibilities

• Troubleshoot

  ServiceNow UI/UX issues

  across Service Portal, Now Experience UI Builder, Workspace & Forms.
• Reproduce customer-reported UI problems, identify root cause & provide workaround/fix guidance.
• Assist users with

  portal configuration, theming, UI policies, UI actions, and layout issues

  .
• Validate UI behaviour across browsers, accessibility requirements & responsive layouts.
• Raise and track UX-related defects with engineering teams through structured RCA documentation.
• Analyse platform logs, scripts & breakpoints to isolate UI or client-side scripting failures.
• Work with customers on

  usability improvement suggestions, UI optimization & workflow simplification

  .
• Maintain support documentation — KB articles, troubleshooting steps, UI troubleshooting guides.
• Support upgrades & patch deployments by validating UI consistency post-release.

Required Skill Set

Must Have

• Experience supporting

  ServiceNow UI/Service Portal/Now Experience Workspace

  .
• Good understanding of ServiceNow UX components — Pages, Widgets, Catalog Items, Themes.
• Ability to troubleshoot using

  Client Scripts, UI Policies, Catalog Client Scripts, Business Rules impacts

  .
• Hands-on debugging using

  Browser DevTools, Console Logs, Network layer analysis

  .
• Strong communication & customer-facing troubleshooting capability.

Good to Have

• Experience with

  UI Builder, Next Experience Framework, Workspace configuration

  .
• JavaScript fundamentals for analysing portal scripting issues.
• Basic

  Glide APIs

  , Script Includes understanding for UI troubleshooting.
• Knowledge of

  ITSM / ITOM / HRSD / CSM workflows

  from a UI perspective.
• SQL/analytics exposure to track usage patterns or UI-related data errors.
• Understanding of

  WCAG accessibility & UI performance optimization

  .

Qualifications & Experience

• 2–5 years in ServiceNow technical support / ServiceNow UI troubleshooting.
• Prior exposure to ServiceNow

  Portal/Now Experience UI development or support

  .
• Certifications preferred:
• ✔ ServiceNow CSA (must/strong plus)
• ✔ CAD, CIS–Service Portal / Next Experience (nice to have)