ServiceNow UI/UX Designer - Washington, DC, 100% Onsite

Key Responsibilities

• Design user-centered experiences for ServiceNow portals, Employee Workspaces, Customer Workspaces, and Now Experience applications.
• Create wireframes, user flows, prototypes, mockups, and high-fidelity designs.
• Conduct user research, usability testing, and stakeholder interviews to improve usability and adoption.
• Design and configure Service Portal widgets, UI Builder pages, and reusable UI components.
• Build and maintain design systems aligned with ServiceNow's Now Design System and DC Government branding standards.
• Ensure all designs meet Section 508 and WCAG 2.1 AA accessibility requirements.
• Collaborate closely with business analysts, developers, and agency stakeholders throughout the design lifecycle.
• Develop personas, journey maps, design specifications, and user documentation.

Required Skills

• ServiceNow UI/UX Design
• Service Portal & UI Builder
• Employee Center / Customer Service Portal Design
• Figma, Adobe XD, or Sketch
• User Research & Usability Testing
• Wireframing & Prototyping
• Design Systems & Component Libraries
• Accessibility (Section 508 & WCAG 2.1 AA)
• Information Architecture & User Journey Mapping
• HTML, CSS, and basic JavaScript
• Stakeholder Engagement & Requirements Gathering

Experience Required

• 6+ years of UI/UX design experience for enterprise applications.
• 5+ years of experience designing solutions within the ServiceNow ecosystem.
• Experience designing digital government, public-sector, or large enterprise platforms preferred.
• Proven experience delivering user-centered and accessible web applications.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Micro-Certifications (UI Builder, Service Portal, Employee Center)
• Certified Professional in Accessibility Core Competencies (CPACC) or similar accessibility certification (preferred)