Job Description

Job Summary:

The ServiceNow UI/UX Designer will lead the design and enhancement of user-centered digital experiences on the ServiceNow platform. This role focuses on creating intuitive, accessible, and visually engaging interfaces for ServiceNow modules, portals, and workspaces to improve overall user satisfaction and platform usability.

Responsibilities:

• Design end-to-end user experiences for ServiceNow modules, portals, and Workspaces including wireframes, prototypes, and high-fidelity designs.
• Collaborate with business analysts, developers, and stakeholders to translate requirements into effective interface designs.
• Conduct user research, usability testing, and stakeholder interviews to validate design decisions.
• Build and maintain design systems, style guides, and reusable UI components aligned with the Now Design System and DC branding.
• Design and configure Service Portal widgets, UI Builder pages, and Now Experience components.
• Ensure compliance with Section 508 and WCAG 1 AA accessibility standards.
• Work closely with developers and administrators during build and QA phases to maintain design fidelity.
• Create and maintain UX documentation such as personas, journey maps, information architecture, and design specifications.
• Present design concepts to both technical and non-technical stakeholders, including leadership.
• Stay updated on ServiceNow releases and support change management and training documentation.

Required Skills & Certifications:

• Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or equivalent experience (minimum 5 years).
• 5+ years of professional UI/UX design experience for enterprise software platforms.
• 4+ years of hands-on ServiceNow platform design experience (Service Portal, UI Builder/Now Experience, Workspaces, Virtual Agent).
• Proficiency with design tools such as Figma, Adobe XD, Sketch, or similar.
• Strong understanding of user-centered design methodologies including research, journey mapping, wireframing, and usability testing.
• Working knowledge of HTML, CSS, and basic JavaScript.
• Demonstrated experience designing for accessibility standards (Section 508/WCAG 1 AA).
• Strong enterprise UX/UI portfolio showcasing relevant projects.
• Excellent communication skills for presenting and defending design decisions.

Preferred Skills & Certifications:

• ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD).
• Experience in government or public-sector IT environments.
• Familiarity with the ServiceNow Now Design System component library.
• Experience working in Agile/Scrum environments using Jira or ServiceNow Agile Development tools.
• Knowledge of public-sector procurement and security compliance standards like FISMA and NIST.

Special Considerations:

• Must ensure all designs meet strict accessibility standards (Section 508/WCAG 1 AA).
• Collaboration with multiple stakeholders including technical teams and leadership is essential.

Scheduling:

• Location: Washington, DC
• Duration: 11 months contract

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