ServiceNow UX Lead

Mississauga, ON
$89,700-149,500 per year
Permanent
Full-time

1 month ago

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.The Senior ServiceNow UX Lead is a senior individual contributor responsible for leading user experience strategy, design standards, and delivery execution across McKesson’s enterprise ServiceNow platform. This role ensures ServiceNow solutions are intuitive, consistent, accessible, and aligned with McKesson business outcomes, platform governance, and enterprise UX principles.This role partners closely with Business Product Owners, Platform Owners, Architects, Developers, McKesson Enterprise UX/OCM Teams and Business stakeholders to advocate for user needs and ensure experience considerations are embedded throughout planning, design, and delivery.Key Responsibilities:

Define and lead the UX strategy, standards, and experience principles for McKesson’s ServiceNow platform.
Serve as the ServiceNow UX authority within platform and solution governance forums, ensuring consistent and high‑quality user experiences are upheld using standards.
Establish and own ServiceNow UX governance and participate in design authority committees as required.
Ensure user needs are understood and incorporated throughout solution intake, design, and delivery.
Facilitate UX‑focused project workshops and research activities to align stakeholders on experience goals, KPIs, and design direction.
Partner with Business Product Owners, Business Analysts, and Development teams to guide UX decisions across portals, workspaces, and workflows.
Review and provide guidance on UX designs and implementations to ensure alignment with standards, usability, and accessibility expectations.
Advocate for user‑centered design practices and mentor teams on ServiceNow UX best practices.
Operate at a high degree of autonomy, leading complex cross‑functional initiatives, and influencing platform standards and outcomes without direct people management.

Minimum Requirement:Typically requires 7+ years of relevant professional experience, or an equivalent combination of education and experienceMinimum Qualifications

7+ years of experience working with the ServiceNow platform, including experience influencing or leading UX outcomes.
Demonstrated experience operating as a senior individual contributor in a large, complex enterprise environment.
Able to work on multiple projects at the same time in a very fast-paced environment.
Strong stakeholder facilitation and communication skills, with the ability to influence without direct authority.
Proven ability to translate complex business and technical requirements into clear, effective user experiences.
Able to facilitate and lead US design and process-related workshops, utilize design tools like Miro, PowerPoint, Whiteboarding, etc. for visualizations.

Required Certifications

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)

Preferred Qualifications

Experience supporting multiple ServiceNow workflows (e.g., ITSM, HRSD, CSM, GRC, custom applications).
Experience working within a formal platform operating model or Center of Excellence (CoE).
Experience defining and measuring UX success metrics such as adoption, efficiency, and user satisfaction.

Preferred CertificationsServiceNow (Platform‑Specific)

Employee Center Accreditation
UI Builder Micro‑Certification
Certified Implementation Specialist (CIS) in one or more relevant domains:
IT Service Management (CIS‑ITSM)
Human Resources (CIS‑HR)

Industry UX / Design (Vendor‑Neutral)

Nielsen Norman Group (NN/g) UX Certification
Human Factors International (HFI)
Certified Usability Analyst (CUA)
Certified Experience Analyst (CXA)
Interaction Design Foundation (IxDF) UX certificates (research, interaction design, usability, or UX strategy)
Accessibility / Inclusive Design Certification (WCAG‑aligned or equivalent)

Working Conditions:

In office requirement, we are Flex and Connect with 2 days a week in office

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, pleaseOur Base Pay Range for this position$89,700 - $149,500McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.McKesson job postings are posted on our career site: .McKesson is an Equal Opportunity EmployerMcKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our page.McKesson welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation please contact us by sending an email to .Join us at McKesson!

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