Role Overview
We are looking for a Technical Support Engineer UX (ServiceNow) who will support customers using ServiceNow UI, Service Portal, Workspace & Experience-related modules. The role involves troubleshooting UI/portal issues, analysing UX behaviours, reproducing bugs, assisting users with configurations, and collaborating with product/design teams to improve usability & interface performance.
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
- 25 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, CISService Portal / Next Experience (nice to have)
