ServiceNow UI/UX Designer

Job Description

Job Description

Role Summary & Responsibilities:

• Lead the design and enhancement of user-centered digital experiences for the District of Columbia Government platform.
• Design end-to-end user experiences for ServiceNow modules, portals, and employee or customer workspaces using wireframes, user flows, interactive prototypes, and high-fidelity visual designs.
• Partner with business analysts, developers, and agency stakeholders to translate functional requirements into intuitive and accessible interface designs.
• Conduct user research, usability testing, and stakeholder interviews to inform design decisions and validate solutions with real end users.
• Build and maintain design systems, style guides, and reusable UI components consistent with the Now Design System and local government branding and accessibility standards.
• Design and configure Service Portal widgets, UI Builder pages, and Now Experience components while ensuring technical feasibility within platform constraints.
• Ensure all designs meet Section 508 and WCAG 2.1 AA accessibility standards and undergo thorough compliance testing.
• Collaborate with developers and administrators during build and quality assurance phases to preserve design fidelity through implementation.
• Create and maintain comprehensive user experience documentation including personas, journey maps, information architecture diagrams, and design specifications.
• Present design concepts and rationale clearly to technical and non-technical stakeholders including agency leadership.
• Stay current on ServiceNow platform releases and recommend continuous design improvements.
• Support change management and training efforts by producing clear visual documentation of new interfaces and workflows.

• Education: Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or equivalent professional experience.
• Experience: Minimum of 5 years of professional experience in enterprise UI/UX design, including at least 4 years of hands-on experience designing within or for the ServiceNow platform.
• Methodology: Solid understanding of user-centered design methodology including user research, journey mapping, wireframing, and usability testing.
• Accessibility: Proven proficiency in Section 508 and WCAG 2.1 AA accessibility standards.
• Communication: Excellent verbal and written communication skills with native or bilingual English proficiency.
• Preferred Qualifications: ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD), alongside experience with Agile or Scrum development environments and tools like Jira or ServiceNow Agile Development.