ServiceNow UI/UX Designer

GoIntellects Inc. is partnering with the Office of the Chief Technology Officer (OCTO) to support the District of Columbia Government’s ServiceNow platform. This contract role is onsite in Washington, DC (20003) and focuses on delivering accessible, enterprise-ready ServiceNow experiences that help District employees, businesses, and residents complete key work.

What you will do

• Design end-to-end user experiences across ServiceNow modules, portals, and Employee/Customer Workspaces, including wireframes, user flows, interactive prototypes, and high-fidelity visual design.
• Collaborate with business analysts, ServiceNow developers, and agency stakeholders to translate functional requirements into intuitive, accessible interfaces.
• Plan and conduct user research, usability testing, and stakeholder interviews to validate designs with real end users.
• Build and maintain design systems, style guides, and reusable UI components aligned with the ServiceNow Now Design System and DC government branding and accessibility standards.
• Design and configure Service Portal widgets, UI Builder pages, and Now Experience components, ensuring the solutions remain technically feasible within platform constraints.
• Ensure every interface meets Section 508 / WCAG 2.1 AA accessibility requirements and is tested for compliance.
• Work closely with developers/administrators during build and QA to preserve design fidelity through implementation.
• Create and maintain UX documentation such as personas, journey maps, information architecture diagrams, and design specifications.
• Communicate design concepts and rationale to technical and non-technical audiences, including agency leadership.
• Stay current on ServiceNow platform releases and recommend improvements (for example, new Now Experience UI Builder capabilities).
• Support change management and training with clear visual documentation of new interfaces and workflows.

What you bring

• Bachelor’s degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or a related field (or equivalent professional experience).
• Minimum 5 years of professional UI/UX design experience, including work for enterprise software platforms.
• At least 4 years designing within or for the ServiceNow platform (Service Portal, UI Builder/Now Experience, Workspaces, or Virtual Agent interfaces).
• Proficiency with Figma, Adobe XD, and/or Sketch (or equivalent prototyping tools).
• Strong user-centered design skills, including user research, journey mapping, wireframing, and usability testing.
• Working knowledge of HTML, CSS, and basic JavaScript to collaborate with developers and customize Service Portal widgets.
• Demonstrated accessibility experience with Section 508 / WCAG 2.1 AA.
• A strong portfolio of enterprise UX/UI work, ideally including before/after examples or platform-specific projects.
• Excellent communication skills to present and defend design decisions to both technical and non-technical audiences.

Role details

• Location: Washington, DC 20003 (onsite)
• Type: Contract
• Rate: USD 40 per hour
• Interviews: In Person

Preferred qualifications

• ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD).
• Experience in government or public-sector IT environments.
• Familiarity with the ServiceNow Now Design System component library.
• Experience with Agile/Scrum environments and tools such as Jira or ServiceNow Agile Development.
• Experience working under public-sector procurement, security, or compliance requirements (e.g., FISMA, NIST).

Tools and technologies

• ServiceNow, Service Portal, UI Builder, Now Experience, Now Design System, Virtual Agent
• Section 508, WCAG 2.1 AA
• Figma, Adobe XD, Sketch
• HTML, CSS, JavaScript
• Jira, ServiceNow Agile Development
• Agile/Scrum, FISMA, NIST

Knowledge, skills, and abilities

• Strong visual design sensibility paired with an understanding of enterprise platform constraints.
• Ability to balance user needs, business requirements, and technical feasibility.
• Skilled at synthesizing stakeholder feedback into cohesive solutions.
• Detail-oriented and organized, able to manage multiple design projects concurrently.
• Comfortable working in a fast-paced, mission-driven government environment.