OCTO - ServiceNow UI/UX Designer (811833)

The Office of the Chief Technology Officer (OCTO) is seeking an ServiceNow UI/UX Designer to lead the design and enhancement of user-centered digital experiences across the District of Columbia Government's ServiceNow platform. This role will collaborate with business stakeholders, developers, and end users to create intuitive, accessible, and visually engaging solutions that improve service delivery for District employees, businesses, and residents while ensuring alignment with enterprise standards, accessibility requirements, and ServiceNow best practices.

Responsibilities:

-Design end-to-end user experiences for ServiceNow modules, portals, and Employee/Customer Workspaces, including wireframes, user flows, interactive prototypes, and high-fidelity visual designs.

-Partner with business analysts, ServiceNow developers, and agency stakeholders to translate functional requirements into intuitive, accessible interface designs.

-Conduct user research, usability testing, and stakeholder interviews to inform design decisions and validate solutions with real end users (District employees, businesses, and residents).

-Build and maintain design systems, style guides, and reusable UI components consistent with ServiceNow's Now Design System and DC government branding/accessibility standards.

-Design and configure Service Portal widgets, UI Builder pages, and Now Experience components, ensuring designs are technically feasible within platform constraints.

-Ensure all designs meet Section 508 / WCAG 2.1 AA accessibility standards and are tested for compliance.

-Collaborate with ServiceNow developers/administrators during build and QA phases to ensure design fidelity is preserved 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.

-Stay current on ServiceNow platform releases (ex: new Now Experience UI Builder capabilities) and recommend design improvements accordingly.

-Support change management and training efforts by producing clear visual documentation of new interfaces and workflows.

Minimum Qualifications

-Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or a related field, or equivalent professional experience.

-Minimum of 5 years of professional experience in UI/UX design, with demonstrated experience designing 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 (ex. Figma, Adobe XD, Sketch).

-Solid understanding of user-centered design methodology, including user research, journey mapping, wireframing, and usability testing.

-Working knowledge of HTML, CSS, and basic JavaScript sufficient to collaborate effectively with ServiceNow developers and customize Service Portal widgets.

-Demonstrated experience designing for accessibility (Section 508/WCAG 2.1 AA).

-Strong portfolio showcasing enterprise UX/UI work, including before/after examples or platform-specific projects where possible.

-Excellent communication skills, with the ability to present and defend design decisions to both technical and non-technical audiences..

Preferred Qualifications:

-ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD).

-Experience working within a government or public-sector IT environment.

-Familiarity with the ServiceNow Now Design System component library.

-Experience with Agile/Scrum development environments and tools such as Jira or ServiceNow Agile Development.

-Prior experience conducting design work under public-sector procurement, security, or compliance requirements (e.g., FISMA, NIST).

Knowledge, Skills, and Abilities:

-Strong visual design sensibility paired with practical understanding of enterprise platform constraints.

-Ability to balance user needs, business requirements, and technical feasibility.

-Skilled at synthesizing feedback from multiple stakeholders into cohesive design solutions.

-Detail-oriented, organized, and capable of managing multiple design projects concurrently.

-Comfortable working in a fast-paced, mission-driven government environment.

Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or equivalent professional experience

Required

Minimum of 5 years of professional experience in UI/UX design, with demonstrated experience designing for enterprise software platforms.

Required

At least 4 years of hands-on experience designing within or for the ServiceNow platform

Required

Solid understanding of user-centered design methodology, including user research, journey mapping, wireframing, and usability testing

Required

Excellent communication skills, with the ability to present and defend design decisions to both technical and non-technical audiences.

Required

ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD).

Desired

Experience with Agile/Scrum development environments and tools such as Jira or ServiceNow Agile Development.

Desired