ServiceNow UI​/UX Designer

Service Now UI/UX Designer-Long-Term Contract (Government) Position

Title: Service Now UI/UX Designer

Worksite Address: Washington, DC

Interviews: In Person

The Office of the Chief Technology Officer (OCTO) is seeking a Service Now UI/UX Designer to design, enhance, and optimize user experiences within the District of Columbia Government's Service Now platform.

The Office of the Chief Technology Officer (OCTO) is seeking an Service Now UI/UX Designer to lead the design and enhancement of user-centered digital experiences across the District of Columbia Government's Service Now 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 Service Now best practices.

• -Design end-to-end user experiences for Service Now modules, portals, and Employee/Customer Work spaces, including wireframes, user flows, interactive prototypes, and high-fidelity visual designs.
• -Partner with business analysts, Service Now 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 Service Now'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 Service Now 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 Service Now 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.

• -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 Service Now platform (Service Portal, UI Builder/Now Experience, Work spaces, 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, wire framing, and usability testing.
• -Working knowledge of HTML, CSS, and basic JavaScript sufficient to collaborate effectively with Service Now 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…