ServiceNow UI/UX Designer

The Office of the Chief Technology Officer (OCTO) is seeking a ServiceNow UI/UX Designer to shape user experiences across the District of Columbia Government’s ServiceNow platform. This contract role focuses on user-centered, accessible, and visually engaging interface solutions that align with enterprise standards and ServiceNow best practices, supporting how District employees, businesses, and residents work day to day.

What you’ll do

• Design end-to-end user experiences for 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 convert functional requirements into intuitive, accessible interface designs.
• Run user research and usability testing, including stakeholder interviews, to inform design decisions and validate solutions with real end users.
• Build and maintain design systems, style guides, and reusable UI components in line 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 the designs are feasible within platform constraints.
• Ensure interface work meets Section 508 and WCAG 2.1 AA accessibility requirements, including compliance testing.
• Partner with ServiceNow developers and administrators through build and QA phases to preserve design fidelity during implementation.
• Create and maintain UX documentation such as personas, journey maps, information architecture diagrams, and design specifications.
• Present design concepts and rationale to both technical and non-technical stakeholders, including agency leadership.
• Stay current with ServiceNow platform releases (for example, updates to Now Experience UI Builder) and recommend improvements as capabilities evolve.
• Support change management and training by producing clear visual documentation of new interfaces and workflows.

What you’ll need

• 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 with demonstrated work for enterprise software platforms.
• At least 4 years of hands-on experience designing within or for the ServiceNow platform (Service Portal, UI Builder/Now Experience, Workspaces, or Virtual Agent interfaces).
• Proficiency with industry-standard design and prototyping tools, including Figma, Adobe XD, and/or Sketch.
• Strong user-centered design fundamentals, 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 accessibility design experience meeting Section 508/WCAG 2.1 AA.
• A strong portfolio showing enterprise UX/UI work, including before/after examples or ServiceNow-focused projects where possible.
• Excellent communication skills, including the ability to explain and defend design decisions to both technical and non-technical audiences.
• 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 with Agile/Scrum environments and tools such as Jira or ServiceNow Agile Development.
• Prior experience producing design work under public-sector procurement, security, or compliance requirements (for example, FISMA and NIST).

Role details

• Location: Washington, DC (onsite)
• Type: Contract
• Pay: USD 35 - 43 per hour

Background check

• An extensive criminal history background check will be required. Candidates cannot have recent histories (going back seven years) involving extensive driving, drug, robbery, or any other illegal activity. Any criminal activity found will eliminate the candidate from consideration.
• If selected, candidates must complete a national criminal background check before starting. Federal background checks are not compliant under this contract.
• A national background check pulls criminal records from State and County Courts in almost every US state.