Job#: 3031261
Job Description:
Hybrid On-Site Dearborn MI
12+ Month Contract
$50-70/HR
Position Overview
This role is responsible for designing intuitive, engaging, and end-to-end user experiences across vehicles, digital products, and customer touchpoints. The designer applies research, analysis, and design expertise to create seamless interactions that align with user needs, brand values, and industry standards. This position also plays a key role in driving adoption through clear communication, training, and user-centered design within complex systems.
Key Responsibilities
- Conduct user research to understand needs, behaviors, and pain points, and translate insights into intuitive design solutions
- Map end-to-end user journeys to ensure cohesive and seamless experiences across all touchpoints
- Define and design user interactions across interfaces, including touch, voice, gesture, and digital platforms
- Develop clear and logical information architecture to support usability and accessibility
- Collaborate with translators and localization specialists to ensure consistent global experiences
- Analyze the full service ecosystem, including systems, stakeholders, and processes, to design integrated service experiences
- Apply accessibility and universal design principles throughout the design process
- Plan and execute usability testing and user research to validate and improve design effectiveness
- Advocate for user-centered design and maintain a high standard of design quality
- Utilize systems thinking and design methodologies to solve complex, cross-functional challenges
ServiceNow & Change Enablement Responsibilities
- Design and execute Organizational Change Management (OCM) strategies for ServiceNow modules, including ITSM (Incident, Change, Problem, Request, Knowledge, CMDB), ITOM, ITAM, and BCM
- Partner with development teams to enhance user experience within ServiceNow Employee Center and Service Portal, including embedded guidance and in-tool help content
- Translate complex technical updates into clear, user-focused messaging (“what it means for you”)
- Lead editorial strategy for release notes, knowledge content, and internal communications, ensuring clarity and accuracy
- Leverage ServiceNow reporting and dashboards to monitor adoption and identify workflow friction points
- Design targeted interventions to improve user adoption, data quality, and process compliance
- Develop and deliver training materials, including quick reference guides, video tutorials, and live sessions for stakeholders
Required Skills
- Training and enablement
- Application training
- Technical communication
Preferred Skills
Experience
- 5–8+ years of experience in UX, service design, or related fields
- Proven ability to work on complex systems and cross-functional initiatives
Preferred Experience
- ServiceNow certifications (e.g., Certified System Administrator or related specializations)
- Familiarity with Organizational Change Management (OCM) frameworks
Education
- Bachelor’s degree required
- Certification programs or advanced training preferred
EEO Employer
Apex Systems is an equal opportunity employer.
