ServiceNow UX & Project Operations
Led ServiceNow UX design and project-operations structure across documentation, workflow visibility, KPI research, and government-project bond documentation.
Context
Project teams needed clearer service workflows, documentation, KPI structure, stakeholder visibility, and supporting materials for government work.
Problem
Teams needed practical systems for service requests, reporting, project documentation, and performance visibility that stakeholders could maintain and use.
Ryan's role
Special projects manager leading ServiceNow UX design, project operations, documentation structure, KPI research, and stakeholder visibility.
Takeaway
Useful operations systems should reduce coordination load instead of becoming another place work gets lost.
Case Flow
How the work moved from input to handoff.
ServiceNow + SharePoint
ServiceNow UX clarity
Lead with ServiceNow UX because service visibility and request clarity were the operating problem.
Led ServiceNow UX design work around clearer request flows, stakeholder visibility, and operational usability.
ServiceNow UX direction, KPI structure, project documentation, and stakeholder visibility improved through practical operating systems.
Selected Artifacts
Artifacts behind the story.
Each artifact shows the structure Ryan used, why it mattered, and how far the work went. Previews stay sanitized and omit private implementation detail.
ServiceNow UX Ownership View
A sanitized service-workflow view for request clarity, stakeholder visibility, documentation structure, KPI inputs, and maintainable project operations.
- Why it mattered
- Service systems create value when people can see who owns the next action and how work becomes visible to stakeholders.
- What it proves
- Ryan can lead UX-oriented operations work without overclaiming engineering ownership.
No internal ServiceNow screenshots, government documentation, project names, ticket IDs, or private stakeholder details are included.
Constraints
- ServiceNow UX clarity
- Government documentation
- Project visibility
- Workflow consistency
- KPI definition
Approach
- Led ServiceNow UX design work around clearer request flows, stakeholder visibility, and operational usability.
- Created SharePoint sites and standardized project documentation.
- Coordinated project bonding materials.
- Helped research and structure KPIs for delivery performance, customer feedback, workflow visibility, and reporting.
- Integrated AI-enabled workflows for reporting and delivery visibility.
Outcomes
- ServiceNow UX direction, KPI structure, project documentation, and stakeholder visibility improved through practical operating systems.