Content Designer

Job Title: UX Designer

Location: Fairfield, CA/San Ramon/Oakland, CA/Sacramento, CA (Hybrid)

3 months Contract

**LOCAL CANDIDATES ONLY* The role is Hybrid - Expect to be onsite at Fairfield on average 1-2 times / week. Business may require attending onsite meetings at other Client locations in San Ramon, Oakland, and/or Sacramento 1-3 times / month

TOP THINGS:

• Content creation experience – ability to quickly develop site content with minimal guidance
• Collaboration and leadership skills – ability to engage stakeholders to gather information/requirements, and lead the effort with little direction; leverage past experience to provide strategic inputs
• ITSM/ITIL knowledge – ability to clearly communicate the importance, value, and benefits in a structured, accessible, and easy to understand manner

Overview

We are seeking a creative and technically savvy Content Designer to promote IT Service Management (ITSM) adoption across the enterprise. This role will design engaging, user-friendly digital content and build an intuitive suggestion box platform that automatically categorizes feedback by ITIL processes. The ideal candidate blends storytelling, design thinking, and light technical skills to simplify ITSM concepts and drive awareness, adoption, and continuous improvement. This role is an opportunity to shape how employees experience IT services by making them intuitive, engaging, and transparent. You’ll be at the center of driving ITSM adoption, influencing both culture and processes, and creating an environment where every employee feels heard.

Key Responsibilities

1. Content Creation & Engagement

• Design, write, and publish engaging content (web pages, infographics, guides) to communicate ITSM value and adoption benefits.

• Develop a consistent visual and narrative style to make ITIL processes approachable and actionable for employees.

• Translate technical ITSM/ITIL concepts into clear, user-centered stories and visuals.

2. Suggestion Box Development

• Build and maintain a digital “Suggestion Box” platform that enables employees to easily submit ideas or concerns.

• Implement categorization and tagging rules to automatically route feedback into ITIL process areas (e.g., Incident, Change, Problem, Request, Knowledge).

• Partner with IT teams to ensure feedback loops and response processes are effective and transparent.

3. Collaboration & Alignment

• Partner with ITSM process owners, IT communications, and UX teams to ensure messaging consistency and alignment with enterprise standards.

• Analyze engagement metrics and feedback trends to refine content and platform usability.

• Serve as the bridge between IT operations, business stakeholders, and end users to ensure adoption goals are met.

Qualifications

1. 3+ years of experience in content design, digital communications, or UX writing.

2. Strong portfolio showcasing ability to simplify complex topics into engaging, accessible content.

3. Familiarity with ITIL or IT Service Management practices.

4. Hands-on experience with web content management systems (CMS), form builders, or low-code tools to create interactive platforms.

5. Analytical mindset to categorize and interpret feedback data.

6. Experience designing employee-facing content for enterprise IT or digital transformation initiatives.

7. Knowledge of ServiceNow, SharePoint, or Microsoft Power Platform.

8. Basic understanding of automation workflows and categorization logic (AI/ML tagging, forms routing, or similar).

Key Skills

1. Content design & storytelling

2. UX writing & accessibility

3. Information architecture & taxonomy design

4. ITSM/ITIL awareness

5. Collaboration across IT and business teams

6. Data-driven iteration & improvement