ServiceNow UI/UX Designer

The Office of the Chief Technology Officer (OCTO) at the District of Columbia Government seeks a ServiceNow UI/UX Designer to lead user-centered design enhancements for the government’s ServiceNow platform. This role partners with stakeholders to deliver intuitive, accessible, and visually engaging ServiceNow experiences aligned with enterprise standards and ServiceNow best practices.

Responsibilities

• Design end-to-end user experiences for ServiceNow modules, portals, and Employee/Customer Workspaces, producing deliverables including wireframes, user flows, interactive prototypes, and high-fidelity visual designs.
• Collaborate with business analysts, ServiceNow developers, and agency stakeholders to convert functional requirements into intuitive and accessible interface designs.
• Conduct user research, usability testing, and stakeholder interviews to guide design decisions and validate outcomes with real end users, including District employees, businesses, and residents.
• Build and maintain design systems, style guides, and reusable UI components consistent with the Now Design System and DC government branding and accessibility standards.
• Design and configure Service Portal widgets, UI Builder pages, and Now Experience components, ensuring solutions are technically feasible within platform constraints.
• Ensure all designs meet Section 508 and WCAG 2.1 AA accessibility standards, including testing for compliance.
• Partner with ServiceNow developers and administrators during build and QA phases to preserve design fidelity through implementation.
• Create and maintain UX documentation, including personas, journey maps, information architecture diagrams, and design specifications.
• Present design concepts and rationale to technical and non-technical stakeholders, including agency leadership.
• Monitor ServiceNow platform releases (for example, new Now Experience UI Builder capabilities) and recommend design improvements accordingly.
• Support change management and training efforts by producing clear visual documentation for new interfaces and workflows.

Requirements

• 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 demonstrated work designing for enterprise software platforms.
• At least 4 years of hands-on experience designing within or for the ServiceNow platform, including Service Portal, UI Builder/Now Experience, Workspaces, or Virtual Agent interfaces.
• Proficiency with industry-standard design and prototyping tools, such as Figma, Adobe XD, and Sketch.
• Strong understanding of user-centered design methodology, including user research, journey mapping, wireframing, and usability testing.
• Working knowledge of HTML, CSS, and basic JavaScript to collaborate effectively with ServiceNow developers and customize Service Portal widgets.
• Demonstrated experience designing for accessibility, including Section 508 and WCAG 2.1 AA.
• Strong portfolio showcasing enterprise UX/UI work, including before/after examples or platform-specific projects when possible.
• Excellent communication skills, including the ability to present and defend design decisions to technical and non-technical audiences.

Technologies

• ServiceNow, Service Portal, UI Builder, Now Experience, Employee/Customer Workspaces, Virtual Agent, Now Design System
• HTML, CSS, JavaScript
• Figma, Adobe XD, Sketch
• Section 508, WCAG 2.1 AA
• UI Builder pages, Service Portal widgets

Preferred Qualifications

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

Knowledge, Skills, and Abilities

• Strong visual design sensibility combined with practical understanding of enterprise platform constraints.
• Ability to balance user needs, business requirements, and technical feasibility.
• Capacity to synthesize feedback from multiple stakeholders into cohesive design solutions.
• Detail-oriented and organized approach, with the ability to manage multiple design projects concurrently.
• Comfort working in a fast-paced, mission-driven government environment.

Location

Washington, DC (onsite)