OPEN: UI/UX Designer (Oshawa)

Job Overview The User Interface and User Experience Designer is responsible for understanding employee needs, mapping current and future journeys, and designing intuitive, accessible, and consistent experiences across the Service Now platform. This role improves the usability and adoption of key workflows in Information Technology Service Management, Human Resources Service Delivery, Security Incident Response, and Vendor Risk Management, while establishing a scalable design system and experience roadmap aligned to business outcomes. Experience Strategy and Roadmap Create a multiquarter experience roadmap for the Service Now platform, aligned with business outcomes such as request resolution time, employee satisfaction, case deflection, and policy compliance. Prioritize improvements using evidence from research, analytics, and service performance data. Employee Research and Insights Plan and conduct interviews, contextual inquiries, surveys, moderated and unmoderated usability tests, and accessibility evaluations. Synthesize findings into personas, journey maps, service blueprints, and prospect backlogs that directly inform designs. Information Architecture and Navigation Define clear content structure, navigation patterns, and search experience for the Service Now employee portal and workspaces. Organize knowledge articles, catalog items, and case entry points to reduce time to find and time to complete tasks. Interface and Interaction Design Design endtoend flows for requests, approvals, incidents, cases, and risk assessments, including edge cases and error states. Produce wireframes, interactive prototypes, and highfidelity mockups that leverage native Service Now capabilities and proven patterns. Design System and Standards Establish and maintain a Service Now design system including components, styles, content guidelines, and accessibility criteria based on the Web Content Accessibility Guidelines. Document usage guidance and contribute reusable templates for request forms, knowledge articles, service catalogs, and workspace layouts. Content Design and Clarity Write clear, concise, and inclusive microcopy for buttons, labels, help text, validation messages, and notifications. Partner with knowledge managers to improve article structure, reading level, and search relevance. Accessibility and Inclusion Ensure all experiences meet the Web Content Accessibility Guidelines Level Two, including keyboard navigation, color contrast, focus order, and screen reader support. Conduct regular audits and guide engineers on remediation steps. Measurement and Continuous Improvement Define success measures such as task success rate, time on task, error rate, satisfaction score, adoption rate, request deflection rate, and resolution time. Build and maintain an experience scorecard for leadership visibility; run experiments and release iterations that improve these measures. Collaboration and Delivery Work closely with product owners, platform engineers, business analysts, process owners, and change management teams to deliver designs that are feasible, secure, and costeffective. Provide design specifications, assets, and acceptance criteria; review builds and conduct usability validation before release. Qualifications Must Have: A bachelors degree or equivalent practical experience in user experience design, interaction design, digital design, or a related field, with formal training in humancentered and accessible design principles. Must Have: At least five years of experience designing user experiences for enterprise or internal service platforms, supported by a portfolio demonstrating research, workflow design, and usability improvements. Must Have: Strong skills in user research, journey mapping, interface design, and content clarity, with the ability to translate employee needs and business requirements into intuitive digital experiences. Preferred: Experience designing within the Service Now platform or similar workflowbased systems, including service portals, request forms, case management, and selfservice content. Preferred: Professional certifications or formal training in user experience, service design, accessibility standards, or Service Now application or platform design. CPUS Engineering employs artificial intelligence (AI) tools as part of its recruitment process to enhance efficiency and consistency. These tools may assist with activities such as application screening, candidate evaluation, and summarization of interview feedback. AI-generated outputs are intended to supplement, not replace, human judgment. All final hiring decisions are made by qualified human decision-makers who exercise professional discretion in reviewing and assessing candidate information alongside any AI-generated insights. CPUS Engineering ensures that the use of AI in recruitment complies with all applicable employment laws, human rights legislation, and privacy regulations. The organization is committed to maintaining fairness, transparency, and non-discrimination throughout the hiring process. Apply on Kit Job: kitjob.ca/job/2od4h1