Senior ServiceNow UX/UI Designer (DevOps)

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

We are seeking a highly skilled and experienced Senior UI/UX Designer to lead the design of a transformative ServiceNow implementation. This role is central to our client-collaborative project focused on re-architecting their ITSM and CMDB capabilities into a standardized, simplified, and adaptive system.

The ideal candidate will be passionate about translating complex processes and user needs into intuitive, efficient, and engaging user experiences. You will be responsible for driving the design vision from initial strategy and workshops through to final delivery and hypercare, ensuring the solution not only meets functional requirements but also delivers an excellent customer and associate experience. Your work will be critical in shaping an AI-driven, modern service management ecosystem built on the ServiceNow platform and aligned with the Common Service Data Model (CSDM) framework.

Our Senior UX/UI Designer (DevOps) will be an integral part of our ServiceNow team at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity from within the U.S or Canada.

We are seeking a highly skilled DevOps UX/UI Designer to join our platform engineering team. In this role, you will be responsible for designing the user experience for the tools, dashboards, and workflows that our internal operations teams and managed services customers rely on every day. You will translate complex technical requirements and dense data streams into intuitive, efficient, and elegant user interfaces. This is a unique opportunity to shape the "single pane of glass" that unifies our service management ecosystem, from incident response and AIOps to strategic portfolio management.

You are the ideal candidate if you are passionate about designing for technical users, thrive on simplifying complexity, and understand that in a DevOps environment, the user experience of internal tools is just as critical as the end-customer's.

• Lead the design of the user interface and experience for our Unified Presentation Layer, ensuring a seamless journey across functionalities originating from ServiceNow, Salesforce, and other integrated OSS/BSS tools.

• Design intuitive and actionable dashboards for AIOps platform (leveraging CP4AIOps, watsonx), monitoring tools (Dynatrace, SevOne, Grafana), and performance analytics.
• Create compelling visualizations for events, logs, and predictive intelligence.

• Design user-centric interfaces for ITSM, ITOM, or FSM processes, including incident management, service catalogs (CSM), order fulfillment, and automated workflows.

• Collaborate with AI/ML engineers to design the interaction models for our AI Agents, Copilots, and RAG (Retrieval-Augmented Generation) systems, ensuring they are helpful, trustworthy, and easy for operators to use.

• Tackle the unique UX challenges of a multi-customer environment, designing clear visual cues and safeguards for Domain Separation to ensure users are always operating in the correct context.

• Conduct user research with TELUS Operations staff, SREs, and service agents to deeply understand their pain points, mental models, and daily workflows.
• Validate designs through prototyping and usability testing.

• Work within and contribute to a design system that ensures consistency across the entire platform, from the Intranet landing page to detailed operational dashboards.

• Proven experience as a UX/UI Designer with a portfolio showcasing work on complex, data-rich applications or enterprise software.
• Exceptional ability in data visualization and designing dashboards for monitoring, analytics, or business intelligence.
• Demonstrated understanding of technical concepts such as APIs, IT operations (ITOM), service management (ITSM), and cloud infrastructure.
• Proficiency in modern design and prototyping tools (e.g., Figma, Sketch, Adobe XD).
• Strong communication skills to collaborate effectively with product managers, engineers, and technical stakeholders.

Preferred Qualifications:

• Direct experience designing for DevOps, SRE, or IT operations audiences.
• Familiarity with platforms like ServiceNow (ITSM/ITOM/CSM), Salesforce, or BMC Helix.
• Experience designing user interfaces for AI/ML products, such as chatbots, copilots, or predictive analytics tools.
• Understanding of telecommunications standards, particularly TM Forum APIs (e.g., TMF621, TMF642).
• Bilingual proficiency in English and French. Nice to have.
• Prior experience in a consulting role.

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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