ServiceNow UI/UX Designer

Job Title: ServiceNow UI/UX Designer

Work Arrangement: Onsite
Location: Washington, DC 20003
Employment Type: Contract
Engagement Type: W2 or 1099 (No C2C)
Final Interview: In Person

Position Summary

Dhaka Technologies Limited Company (DTLC) is hiring a ServiceNow UI/UX Designer for DC Govt. Client. The designer leads the design and enhancement of user-centered digital experiences across the District of Columbia government ServiceNow platform. The role collaborates 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.

Key Responsibilities

Design and Prototyping

• Design end-to-end user experiences for ServiceNow modules, portals, and Employee and Customer Workspaces, including wireframes, user flows, interactive prototypes, and high-fidelity visual designs.
  
• Design and configure Service Portal widgets, UI Builder pages, and Now Experience components, ensuring that designs are technically feasible within platform constraints.
  
• Build and maintain design systems, style guides, and reusable UI components consistent with the ServiceNow Now Design System and District of Columbia government branding and accessibility standards.
  

Research and Documentation

• Conduct user research, usability testing, and stakeholder interviews to inform design decisions and validate solutions with real end users, including District employees, businesses, and residents.
  
• Create and maintain UX documentation, including personas, journey maps, information architecture diagrams, and design specifications.
  

Accessibility and Compliance

• Ensure that all designs meet Section 508 and WCAG 2.1 AA accessibility standards and are tested for compliance.
  

Collaboration and Delivery

• Partner with business analysts, ServiceNow developers, and agency stakeholders to translate functional requirements into intuitive, accessible interface designs.
  
• Collaborate with ServiceNow developers and administrators during build and quality assurance phases to ensure that design fidelity is preserved through implementation.
  
• Present design concepts and rationale to technical and non-technical stakeholders, including agency leadership.
  
• Support change management and training efforts by producing clear visual documentation of new interfaces and workflows.
  
• Stay current on ServiceNow platform releases, such as new Now Experience UI Builder capabilities, and recommend design improvements accordingly.
  

Requirements

Required Skills and Experience

• 5+ years of professional experience in UI/UX design, with demonstrated experience designing for enterprise software platforms
  
• 4+ years of hands-on experience designing within or for the ServiceNow platform (Service Portal, UI Builder and Now Experience, Workspaces, or Virtual Agent interfaces)
  
• Proficiency with industry-standard design and prototyping tools such as Figma, Adobe XD, and 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 and WCAG 2.1 AA)
  
• Strong portfolio showcasing enterprise UX and UI work, including before and 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 and 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 such as FISMA and NIST
  

Knowledge, Skills, and Abilities

• Strong visual design sensibility paired with a 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
  

Education

• Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Computer Science, or a related field, or equivalent professional experience (5+ years)
  

Work Requirements

• This is an onsite position in Washington, DC 20003.
  
• This contract is open to W2 or 1099 candidates only. Corp-to-Corp (C2C) candidates will not be considered.
  
• The final interview will be conducted in person.
  

How to Apply

Qualified candidates should email their resume to talent@dhakatech.us with "ServiceNow UI/UX Designer" in the subject line.