AI & agentic design
Senior Content Designer – Core IT Experience Design
First embedded content designer on the Core IT team, building AI-native guidance for commercial ITSM admins who lack the institutional support enterprise IT takes for granted.
The problem
ServiceNow is designed for enterprise IT organizations — large teams with dedicated ITIL staff, formal training programs, and implementation partners. Commercial admins working in organizations of 1,000–5,000 employees face the same platform complexity with a fraction of the support.
The danger: onboarding stalls, configuration errors multiply, and admins default to workarounds that undermine the system’s value. The documentation exists — a mountain of text — but finding the right answer for the right context, at the right moment, is its own problem.
Time-to-value remains the critical metric.
My role
- Lead UX writer and senior content designer for Core IT’s commercial ITSM products — ITSM Standard, Pro, and Core Business Suite
- First embedded content designer on the product team helpint to establish content design practice with an AI-first approach
- Defining scalable content standards, terminology, and patterns across multiple business units
- Designing AI-native guidance and smart defaults to reduce cognitive load
- Contributing to agentic workflow design for guided, automated, and Now Assist-configured onboarding sequences
- Cross-functional collaboration with product, design, engineering, and research across the commercial ITSM product suite
Approach
The challenge wasn’t to simplify the platform — it’s to surface the critical path an admin needs to understand. To build the confidence needed to complete the implementation. This foundational ITSM setup, is the key first step toward a deployment that frees a commercial customer to focus on what matters.
The results so far
The initial goal we were working on was to reduce setup from 242 days to 30 days.
ServiceNow already has multiple partners who are offering to set up customers with ITSM Foundation in “1-2 weeks” and Enterprise Service Management (ITSM +CBS) in “4-6 weeks”, respectively.