OCTO ServiceNow UI UX Designer

RiseMe; Washington (District of Columbia); On-site; USD 120,000 - 155,000; Full time

Job summary

Office of the Chief Technology Officer (OCTO) in Washington, DC seeks a ServiceNow UI/UX Designer to lead user-centered design across the District of Columbia Government’s ServiceNow platform. You will partner with analysts, developers, and stakeholders to create accessible, visually engaging solutions that improve service delivery for employees, businesses, and residents.

Responsibilities include designing end-to-end experiences, maintaining design systems, and ensuring WCAG 2.1 AA compliance,

Qualifications

• Bachelor's degree or equivalent professional experience in design.
• 5+ years of UI/UX design experience for enterprise software.
• 4+ years designing within or for the ServiceNow platform.
• Proficiency with Figma, XD, or Sketch for prototyping.
• Strong user-centered design, research, and usability testing.
• HTML, CSS, and basic JavaScript familiarity for collaboration.
• Experience with accessibility standards (Section 508/WCAG 2.1 AA).
• Excellent communication, able to defend design decisions.

Responsibilities

• Design end-to-end UI for ServiceNow modules, portals, and workspaces.
• Collaborate with analysts, developers, and stakeholders to translate requirements.
• Conduct user research and usability testing with real end users.
• Build and maintain design systems, style guides, and components.
• Design Service Portal widgets, UI Builder pages, and Now Experience components.
• Ensure accessibility compliance and test designs for WCAG 2.1 AA.
• Work with developers to preserve design fidelity during implementation.
• Create UX documentation: personas, journeys, IA diagrams, specs.
• Present concepts and rationale to technical and non-technical audiences.
• Stay updated on ServiceNow releases and propose improvements.
• Produce visual docs for change management and training.

Skills

UI/UX design

ServiceNow platform

Figma/Adobe XD

HTML/CSS/JavaScript

Accessibility WCAG 2.1 AA

Stakeholder communication

Education

Bachelor's degree in Design/related field

Tools

ServiceNow

Jira

Now Experience UI Builder

Job description

Short Description:

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

Complete Description:

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

Responsibilities:

• 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.

Candidate Skills Matrix:

Following sections are to be filled by the candidate:
Skills | Required/Desired | No. of Years | How many years of experience candidate has?
Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or equivalent professional experience | Required | 5 |
Minimum of 5 years of professional experience in UI/UX design, with demonstrated experience designing for enterprise software platforms. | Required | 5 |
At least 4 years of hands-on experience designing within or for the ServiceNow platform | Required | 4 |
Solid understanding of user-centered design methodology, including user research, journey mapping, wireframing, and usability testing | Required |
Excellent communication skills, with the ability to present and defend design decisions to both technical and non-technical audiences. | Required |
ServiceNow certifications such as Certified System Administrator (CSA) or Certified Application Developer (CAD). | Desired |
Experience with Agile/Scrum development environments and tools such as Jira or ServiceNow Agile Development. | Desired |

Background check:

• Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.