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
Solid communication and stakeholder management, including with clients recent 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 (Hyderabad)
🏢 NexTurn
📍 Hyderabad