ServiceNow UI/UX Designer

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 ccessibility 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. Qualifications & Skills: 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 ccessibility 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. Macpower Digital Assets Edge