Senior UX Lead – ServiceNow Platform

About the Role

McKesson is seeking a Senior UX Lead – ServiceNow Platform to define, lead, and elevate the user experience across our enterprise ServiceNow ecosystem. This is a senior individual contributor role with enterprise‑wide influence, responsible for establishing UX strategy, standards, and governance while guiding high‑impact solutions across portals, workspaces, and workflows.

In this role, you will partner closely with Business Product Owners, Platform Owners, Architects, Developers, and McKesson’s Enterprise UX and Organizational Change Management (OCM) teams to ensure ServiceNow solutions are intuitive, consistent, accessible, and aligned with both business outcomes and enterprise UX principles.

This position is ideal for a hands‑on UX leader who thrives in complex platform environments, influences without authority, and is passionate about delivering user‑centered, scalable experiences at enterprise scale.

Why This Role Matters

ServiceNow is a critical enterprise platform at McKesson, supporting thousands of users across multiple business functions. As the Senior UX Lead, you will shape how users experience ServiceNow across the organization, establishing standards, influencing platform governance, and ensuring that UX excellence is embedded from intake through delivery.

Key Responsibilities

UX Strategy & Governance
• Define and lead the UX strategy, experience principles, and standards for McKesson’s enterprise ServiceNow platform.
• Serve as the UX authority within ServiceNow platform governance and design forums.
• Establish and own ServiceNow UX governance, including participation in design authority and review committees.
• Ensure consistency, usability, and accessibility across all ServiceNow solutions.

Experience Leadership & Delivery
• Ensure user needs are understood and incorporated throughout solution intake, design, and delivery.
• Facilitate UX‑focused workshops and research activities to align stakeholders on experience goals, KPIs, and design direction.
• Translate complex business and technical requirements into clear, effective, user‑centered experiences.
• Guide UX decisions across ServiceNow portals, workspaces, and workflows.

Collaboration & Influence
• Partner closely with Business Product Owners, Business Analysts, Architects, Developers, and Enterprise UX teams.
• Review and provide guidance on UX designs and implementations to ensure alignment with standards and best practices.
• Advocate for user‑centered design and mentor delivery teams on ServiceNow UX best practices.
• Operate with a high degree of autonomy, leading complex cross‑functional initiatives without direct people management.

Minimum Requirements
• Typically requires 7+ years of relevant professional experience, or an equivalent combination of education and experience.

Minimum Qualifications
• 7+ years of experience working with the ServiceNow platform, including influencing or leading UX outcomes.
• Proven experience operating as a senior individual contributor in a large, complex enterprise environment.
• Demonstrated ability to work across multiple initiatives simultaneously in a fast‑paced environment.
• Strong stakeholder facilitation and communication skills, with the ability to influence without direct authority.
• Expertise translating complex requirements into intuitive user experiences.
• Experience facilitating UX and process‑focused workshops.
• Proficiency with design and facilitation tools such as Miro, PowerPoint, whiteboarding, or similar.

Required Certifications
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)

Preferred Qualifications
• Experience supporting multiple ServiceNow workflows, such as:
• IT Service Management (ITSM)
• Human Resources Service Delivery (HRSD)
• Customer Service Management (CSM)
• Governance, Risk, and Compliance (GRC)
• Custom ServiceNow applications
• Experience working within a formal platform operating model or Center of Excellence (CoE).
• Experience defining and measuring UX success metrics (e.g., adoption, efficiency, user satisfaction).

Preferred Certifications

ServiceNow
• Employee Center Accreditation
• UI Builder Micro‑Certification
• Certified Implementation Specialist (CIS) in one or more domains (ITSM, HR, etc.)

UX / Experience (Vendor‑Neutral)
• Nielsen Norman Group (NN/g) UX Certification
• Human Factors International (HFI)
• Certified Usability Analyst (CUA) or Certified Experience Analyst (CXA)
• Interaction Design Foundation (IxDF) certifications
• Accessibility or Inclusive Design certification (WCAG‑aligned or equivalent)

What Success Looks Like
• A consistent, intuitive, and accessible UX across McKesson’s ServiceNow platform
• Clearly defined UX standards embedded into platform governance and delivery
• Strong alignment between business outcomes, platform capabilities, and user experience
• Delivery teams empowered to make better UX decisions using shared standards and principles