User Interface Designer

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

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)