Lead ServiceNow Experience Designer & Developer (ITSM & HRSD)

Company: Nexturn

Experience: 8+ years overall, including 6+ years on ServiceNow

Role SummaryOwn both the experience design and the technical build for ServiceNow ITSM and HRSD. Act as a functional lead with the client, shaping employee and agent journeys, building them on the platform, and using Now Assist and agentic AI to speed up delivery.

Key Responsibilities

- Design end-to-end employee and agent journeys: onboarding/offboarding, issue-to-resolution, request-to-fulfillment, and self-service search and knowledge (deflection).
- Create UX artifacts such as personas, journey maps, empathy maps and prototypes, and run usability tests.
- Design and configure Employee Center, Service Operations Workspace (SOW), and UI Builder experiences.
- Build ITSM and HRSD solutions covering scripting, integrations, data model, security, performance and upgrades.
- Review code, mentor developers, and act as the technical decision-maker on complex builds.
- Use Now Assist and generative and agentic AI in design,



development, and validation.
- Lead client conversations as a functional lead: run process design and out-of-the-box fit discussions, and help manage the backlog.

Required Skills

- 8+ years of experience, including 6+ years on ServiceNow, with solid ITSM and HRSD knowledge
- 3+ years in UX, with 2+ years each in Employee Center and SOW
- Advanced ServiceNow development: scripting, integrations, Flow Designer, and solution design (Mandatory)
- 1+ year of hands-on experience developing with AI, including Now Assist
- Strong communication and stakeholder management, including with clients new to ServiceNow
- Experience with Agile delivery

Certifications / Badges

- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- CIS in ITSM or HRSD (preferred)
- Employee Center Essentials, SOW Bootcamp, and UI Builder Fundamentals badges (preferred)

📌 Sr ServiceNow Developer (ITSM & HRSD) - Remote(WFH)
🏢 NexTurn
📍 Hyderabad