Hi there,
I’m representing a Senior Experience Architect (ServiceNow / AI) opportunity supporting a large‑scale, enterprise IT platform for a major utilities organization in Juno Beach, FL. This contract role is ideal for a senior‑level experience or UX architect who has deep ServiceNow experience and has designed or implemented AI‑powered conversational experiences in complex enterprise environments.
This position is 100% onsite (5 days/week) and will serve as the experience architecture lead for an enterprise‑wide ServiceNow platform, with a strong focus on AI chat, workflow orchestration, and end‑to‑end journey design. The interview process is streamlined with one interview.
💼 Contract through October
💰 Pay Rate: Open - Presenting a Market Analysis
📍 Location: Juno Beach, FL (onsite 5 days/week)
Must‑Haves:
- 7+ years of experience in Experience Architecture, UX Architecture, or Human‑Centered Design within enterprise environments
- Strong, hands‑on experience with ServiceNow (ITSM workflows, platform constraints, enterprise usage)
- Proven experience designing or implementing AI‑powered chatbots or conversational interfaces at scale
- Expertise in journey mapping, service design, experience blueprinting, and workflow design
- Ability to design intuitive, trustworthy, and usable experiences for large internal user populations
- Experience partnering closely with IT, engineering, and platform teams on real implementations
- Strong facilitation skills (design thinking sessions, workshops, stakeholder alignment)
- Comfort operating in large, complex enterprise IT environments
Nice to Have:
- Experience with Salesforce or other enterprise CRM platforms
- Exposure to AI governance, trust frameworks, or human‑in‑the‑loop design
- Experience with ServiceNow Virtual Agent or conversational workflows
- Background supporting enterprise self‑service or employee experience platforms
- Ability to influence technical architecture discussions
Day‑to‑Day Responsibilities:
- Lead experience architecture for ServiceNow initiatives, with a focus on AI‑powered chat experiences
- Design and validate end‑to‑end journeys across enterprise IT workflows
- Define and govern conversational experience design (flow, tone, logic, escalation, trust)
- Partner with platform, engineering, and data teams to ensure scalable, feasible implementation
- Translate research and insights into clear experience artifacts and execution guidance
- Facilitate design workshops and working sessions with IT and business stakeholders
- Ensure experience intent carries through from discovery to implementation and rollout
If you’re interested, please apply and I’ll reach out directly.
