5Yrs ServiceNow UI or UX Designer - Onsite - in-person interview

Role: ServiceNow UI/UX Designer
Client: DC Government
Location: Washington DC
Job Description:

-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.