UX Designer, ServiceNow (Part-time, On Call)

📍 Job Overview

Job Title: UX Designer, ServiceNow (Part-time, On Call)

Company: ICF

Location: Nationwide Remote Office (US99)

Job Type: Part-Time

Category: User Experience (UX) Design, Digital Service Design, Platform Design

Date Posted: March 26, 2026

Experience Level: Mid-Level (3+ years)

Remote Status: Fully Remote

🚀 Role Summary

• This is a part-time, on-call UX Designer role focused on the ServiceNow platform, requiring hands-on experience in designing and building user experiences within this enterprise system.

• The position involves collaborating closely with delivery teams and product owners to translate requirements into functional and user-centered designs within the ServiceNow environment.

• Ideal for a designer comfortable working within platform constraints and applying UX best practices to create scalable, usable solutions in a consulting context.

• This role supports client-aligned digital service design initiatives, requiring adaptability and efficiency in a project-based, fast-paced consulting setting.

📝 Enhancement Note: While the title is "UX Designer," the core responsibilities and specific platform focus (ServiceNow) indicate a specialized role that bridges traditional UX with enterprise platform configuration and implementation. This is not a purely conceptual design role; it requires practical application within a defined software ecosystem. The "part-time, on-call" nature suggests a need for high autonomy and efficient project execution.

📈 Primary Responsibilities

• Design and implement user-centered experiences across various ServiceNow components, including workflows, forms, portals, and user interfaces, ensuring alignment with client needs and platform capabilities.

• Collaborate effectively with cross-functional teams, including product owners, UX researchers, developers, and delivery teams, to gather requirements and translate them into actionable design specifications for the ServiceNow platform.

• Apply established UX best practices and design principles while navigating and adhering to the specific constraints, patterns, and technical limitations inherent to the ServiceNow platform.

• Develop and iterate on a range of design artifacts, such as wireframes, user flows, interaction designs, and mockups, specifically tailored for ServiceNow environments and functionalities.

• Partner closely with technical team members and developers to ensure accurate implementation of designed user experiences, providing clear design rationale and support throughout the development lifecycle.

• Participate actively in client and internal design reviews, incorporating feedback iteratively to refine designs and ensure optimal user outcomes and stakeholder satisfaction.

• Provide support for multiple, often short-term, project efforts concurrently within a dynamic consulting environment, demonstrating strong organizational and time management skills.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design thinking and tactical execution within the ServiceNow ecosystem. The requirement to "apply UX best practices while working within ServiceNow platform constraints" is a critical nuance, suggesting that candidates must understand how to achieve user goals effectively within the platform's architecture, rather than designing in a vacuum.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Design, Human-Computer Interaction (HCI), Information Science, or a related field is preferred.

Experience:

• Minimum of 3 years of dedicated UX design experience, with a significant portion involving hands-on design and development of solutions directly within the ServiceNow platform.

Required Skills:

• Proven expertise in ServiceNow UX design, including the creation of workflows, forms, portals, and interfaces.

• Strong proficiency in creating and iterating on core UX design artifacts: wireframes, user flows, and interaction designs.

• Demonstrated ability to apply UX best practices within the specific context of enterprise software platforms like ServiceNow.

• Experience working within enterprise platforms or design systems, understanding their architectural and user experience implications.

• Ability to obtain and maintain a Federal Public Trust clearance.

Preferred Skills:

• Experience in consulting environments, government agencies, healthcare organizations, or other regulated industries.

• Proficiency with industry-standard design and collaboration tools such as Figma, Jira, and Confluence.

• Demonstrated ability to balance high-quality design outcomes with platform-specific constraints and project delivery timelines.

• Excellent written and verbal communication skills in English, with the ability to articulate design concepts clearly.

• Strong problem-solving and systems-thinking capabilities to address complex user needs and technical challenges.

📝 Enhancement Note: The requirement for 3+ years of hands-on ServiceNow experience is a significant differentiator and a key qualification. This is not a general UX role; it's specialized for platform design. The preference for consulting/government/healthcare experience suggests a need for adaptability, understanding of complex stakeholder environments, and potentially security clearance familiarity.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase case studies demonstrating UX design projects specifically within the ServiceNow platform, highlighting the problem, your process, and the resulting solution.

• Include examples of wireframes, user flows, interactive prototypes, and final UI designs for ServiceNow components (forms, portals, workflows).

• Highlight how you balanced user needs with ServiceNow platform constraints and best practices in your design solutions.

• Demonstrate experience working with enterprise platforms or design systems, illustrating how you applied or adapted existing patterns.

Process Documentation:

• Detail your approach to user research and requirements gathering within a consulting or platform-specific context.

• Explain your methodology for translating complex requirements into intuitive ServiceNow user experiences.

• Illustrate your process for iterating on designs based on feedback from technical teams, product owners, and clients.

• Document your experience with creating and maintaining design documentation for platform-based solutions.

📝 Enhancement Note: For a role heavily focused on a specific platform like ServiceNow, the portfolio must prominently feature ServiceNow-specific projects. Generic UX portfolios will be insufficient. Candidates should be prepared to discuss how they navigated ServiceNow's inherent design patterns and technical limitations to deliver effective user experiences.

💵 Compensation & Benefits

Salary Range:

• Based on full-time employment, the estimated annual salary range for this position is $81,499 - $138,549 USD.

Benefits:

• Eligibility for benefits may vary based on the number of hours worked and employment status. Typical benefits offered by ICF may include:

• Health, dental, and vision insurance plans.

• Paid time off (PTO) and holidays, prorated for part-time status.

• Retirement savings plan (e.g., 401(k)) with potential company match.

• Professional development opportunities, including training and certifications relevant to UX design and ServiceNow.

Working Hours:

• This is a part-time, on-call role with variable hours, ranging from 0 to 30 hours per week, depending on project needs.

• Core collaboration hours are typically between 10:00 AM and 4:00 PM Eastern Time.

• Flexibility is expected outside of core hours to accommodate project timelines and potential cross-time zone collaboration.

📝 Enhancement Note: The provided salary range is for full-time employment; actual compensation for this part-time, on-call role will be adjusted accordingly. Candidates should inquire about specific benefits eligibility for part-time, on-call positions during the interview process. The "on-call" nature implies a need for flexibility and responsiveness.

🎯 Team & Company Context

🏢 Company Culture

Industry: ICF operates as a global advisory and technology services provider, serving clients across government, healthcare, and commercial sectors. Their expertise spans various domains, including digital transformation, public health, environmental policy, and cybersecurity.

Company Size: ICF is a large organization, indicated by its "global" reach and likely substantial employee count (though not explicitly stated in the provided data, large consulting firms typically employ thousands). This size offers stability and diverse project opportunities.

Founded: ICF was founded in 1969, providing a long history of experience and established practices in consulting and technology solutions. This longevity suggests a mature organizational structure and deep industry knowledge.

Team Structure:

• This role is part of the "Experience practice," suggesting a dedicated team focused on user experience, digital design, and customer journey optimization.

• The UX Designer will likely report to a UX Lead or Manager within the Experience practice, with project-specific reporting lines to Project Managers or Delivery Leads.

Methodology:

• ICF emphasizes combining unmatched expertise with cutting-edge technology to solve complex client challenges.

• The approach likely involves agile methodologies, user-centered design principles, and a strong focus on data-driven insights to inform solutions.

• For this role, the methodology will center on applying UX best practices within the ServiceNow platform, focusing on iterative design, stakeholder feedback, and efficient implementation.

Company Website: https://www.icf.com/

📝 Enhancement Note: As a large, established consultancy, ICF likely has structured processes for project management, client engagement, and internal collaboration. The "Experience practice" suggests a supportive environment for UX professionals, but the "part-time, on-call" nature means the designer will need to integrate quickly into various project teams.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Mid-Level UX Designer. It requires specialized platform experience (ServiceNow) beyond foundational UX skills, indicating a growing expertise in a specific technology stack and its application in enterprise solutions.

Reporting Structure: The designer will report to a manager within the Experience practice for general oversight and potentially to project-specific leads for day-to-day tasks and project direction. Close collaboration with ServiceNow developers and product owners is expected.

Operations Impact: The UX Designer's work directly impacts the usability, efficiency, and adoption of ServiceNow solutions for ICF's clients. By creating user-centered experiences, they contribute to client satisfaction, operational efficiency, and successful digital transformation initiatives, thereby supporting ICF's revenue and reputation.

Growth Opportunities:

• Skill Specialization: Deepen expertise in ServiceNow UX design, potentially leading to specialized roles like ServiceNow UI/UX Architect or Senior ServiceNow Designer.

• Platform Expansion: Gain exposure to other enterprise platforms and technologies used by ICF clients, broadening the designer's technical toolkit.

• Consulting Acumen: Develop stronger client management, stakeholder communication, and project delivery skills within a consulting framework.

• Leadership Potential: With proven success and experience, opportunities may arise to lead smaller design initiatives, mentor junior designers, or contribute to the development of ICF's UX methodologies and best practices.

📝 Enhancement Note: For a part-time, on-call role, formal career progression might be less structured than a full-time position. Growth will likely be driven by the types of projects undertaken and the designer's ability to demonstrate impact and expand their skillset through practical application within diverse client engagements.

🌐 Work Environment

Office Type: This is a fully remote position, allowing the designer to work from any approved location within the United States.

Office Location(s): While the primary derived location is Reston, VA, the role is designated as "Nationwide Remote Office (US99)," meaning candidates can work remotely from anywhere within the US. Occasional travel (e.g., quarterly) to an ICF office or client meeting may be required.

Workspace Context:

• The remote work environment necessitates strong self-discipline, proactive communication, and effective use of digital collaboration tools.

• Access to a reliable internet connection and a dedicated workspace conducive to focused design work and virtual meetings is essential.

Work Schedule:

• The role is part-time and on-call, with variable hours (0-30 per week) based on project needs.

• Core collaboration hours are 10:00 AM - 4:00 PM Eastern Time, providing a window for synchronous communication.

• Flexibility is required outside of these core hours to accommodate different time zones and project deadlines.

📝 Enhancement Note: The "Nationwide Remote Office (US99)" designation implies that while ICF has physical offices, this specific role is designed to be performed remotely across the US. The requirement for occasional travel should be clarified regarding frequency and purpose.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with an ICF recruiter to assess basic qualifications, interest in the role, and availability for part-time/on-call work.

• Technical Interview(s): Likely involves discussions with UX leads or senior designers to evaluate UX design principles, platform knowledge (ServiceNow), and problem-solving skills. This may include a review of your portfolio.

• Hiring Manager Interview: A conversation with the hiring manager to discuss fit within the Experience practice, consulting approach, and alignment with ICF's values.

• Client/Project Interview (Potentially): Depending on project needs, you might interview with a specific project lead or client representative.

• Final Offer: Based on successful completion of all interview stages.

Portfolio Review Tips:

• ServiceNow Focus: Ensure your portfolio prominently features at least 1-2 detailed case studies of UX design work performed specifically within ServiceNow. Clearly articulate the challenges, your design process, the solutions implemented, and the outcomes.

• Platform Constraints: Be prepared to discuss how you navigated ServiceNow's specific design patterns, limitations, and best practices. Highlight your ability to balance user needs with platform realities.

• Artifacts: Showcase a range of artifacts: wireframes, user flows, interactive prototypes (if applicable), and final UI mockups tailored for ServiceNow interfaces (forms, portals, dashboards).

• Collaboration: Provide examples of how you collaborated with developers, product owners, and stakeholders to ensure accurate implementation and gather feedback.

• Conciseness: As this is a part-time role, focus on quality over quantity. Choose your strongest, most relevant projects.

Challenge Preparation:

• ServiceNow Scenarios: Anticipate hypothetical design challenges within ServiceNow (e.g., improving a specific form's usability, designing a new portal feature, optimizing a workflow). Think about how you would approach these, considering user needs and platform constraints.

• Design Rationale: Be ready to articulate the "why" behind your design decisions. This includes explaining tradeoffs, user research insights, and how your design aligns with business objectives.

• Consulting Mindset: Prepare to discuss your approach to working with clients, managing expectations, and adapting to changing project requirements in a fast-paced environment.

📝 Enhancement Note: The interview process will heavily scrutinize practical ServiceNow UX experience. Candidates should be ready to deep-dive into their ServiceNow projects and demonstrate an understanding of the platform's specific design ecosystem.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Extensive hands-on experience designing and building user experiences within ServiceNow is paramount. This includes familiarity with its form builder, portal capabilities (Service

Portal), workflow designer, and UI/UX best practices within the platform.

• UX Design Software: Proficiency in tools for wireframing, prototyping, and visual design. Preferred tools include:

  • Figma: For collaborative design, wireframing, prototyping, and creating design systems.
  • Sketch / Adobe XD: Alternative or complementary tools for visual design and prototyping.

• Collaboration & Project Management: Experience with tools used for team collaboration and project tracking.

  • Jira: For issue tracking, backlog management, and agile project workflows.
  • Confluence: For documentation, knowledge sharing, and project collaboration.

Analytics & Reporting:

CRM & Automation:

• While not directly a CRM role, understanding how ServiceNow integrates with other enterprise systems and automates business processes is key to designing effective user experiences.

📝 Enhancement Note: ServiceNow is the cornerstone technology. Proficiency in Figma, Jira, and Confluence is highly preferred and indicates a modern design and collaboration workflow. Understanding the broader ServiceNow ecosystem (ITSM, CSM, HRSD, etc.) and how UX impacts its functionality will be advantageous.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A strong commitment to understanding and advocating for the end-user, ensuring that designs are intuitive, accessible, and meet user needs effectively.

• Collaboration: Valuing teamwork and open communication, working closely with developers, product owners, and clients to achieve shared goals.

• Adaptability & Agility: Embracing a flexible approach to work, comfortable with changing priorities, project scopes, and the on-call nature of the role.

• Problem-Solving: A proactive and analytical mindset focused on identifying challenges and developing practical, efficient, and effective design solutions.

• Excellence in Delivery: A dedication to producing high-quality work that meets client expectations and adheres to professional standards, even within short project cycles.

Collaboration Style:

• ICF likely fosters a collaborative environment where cross-functional teams work together towards client success.

• For this role, collaboration will be essential through virtual channels, requiring clear communication, active listening, and a willingness to share ideas and provide constructive feedback.

• Expect a structured approach to design reviews and feedback sessions, encouraging open dialogue between designers, developers, and stakeholders.

📝 Enhancement Note: The company's emphasis on solving "complex challenges" and combining "expertise with cutting-edge technology" suggests a culture that values innovation, continuous learning, and a results-oriented approach. For this specific role, adaptability and strong remote collaboration skills will be critical.

⚡ Challenges & Growth Opportunities

Challenges:

• ServiceNow Platform Constraints: Designing effective user experiences within the often rigid structure of ServiceNow can be challenging. Overcoming these limitations while meeting user needs requires creative problem-solving and platform expertise.

• Part-Time/On-Call Nature: Managing workload, maintaining consistent engagement across multiple short-term projects, and ensuring seamless integration into various project teams requires excellent organizational and time management skills.

• Remote Collaboration: Effectively collaborating and building rapport with distributed teams without in-person interaction demands strong communication protocols and proactive engagement.

• Balancing Design Quality with Timelines: In a consulting environment, delivering high-quality UX within tight project deadlines is a constant challenge that requires efficiency and strategic prioritization.

Learning & Development Opportunities:

• ServiceNow Expertise: Deepen practical knowledge of ServiceNow modules, best practices, and advanced UX capabilities within the platform.

• Consulting Skills: Enhance skills in client management, stakeholder communication, proposal support, and project delivery within a professional services context.

• Cross-Functional Exposure: Gain experience working with diverse teams and understanding various client industries and their unique operational challenges.

• Tool Proficiency: Further develop expertise in leading UX design and collaboration tools like Figma, Jira, and Confluence.

📝 Enhancement Note: The primary challenge is the specialized nature of the role combined with its part-time, on-call structure. Successfully navigating these aspects will be key to thriving and growing.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed a user experience within ServiceNow. What was the challenge, your approach, and the outcome?" (Focus on process, platform specifics, and measurable results.)

• "How do you balance user needs with the technical constraints of a platform like ServiceNow?" (Highlight your problem-solving methodology and ability to compromise effectively.)

Company & Culture Questions:

• "Why are you interested in a part-time, on-call UX role with ICF?" (Emphasize flexibility, desire for diverse project experience, and alignment with consulting.)

• "How do you approach collaboration with developers and product owners, especially in a remote setting?" (Focus on clear communication, proactive feedback, and shared ownership.)

Portfolio Presentation Strategy:

• ServiceNow Case Studies: Prioritize 1-2 detailed case studies showcasing your ServiceNow UX design work. For each:

  • Problem: Clearly define the user or business problem.
  • Your Role: Specify your responsibilities and contributions.
  • Process: Detail your UX methodology (research, ideation, wireframing, prototyping, testing, implementation support).
  • Solution: Showcase key design artifacts (wireframes, mockups, flows) and explain design decisions.
  • Outcome: Quantify results if possible (e.g., improved task completion time, user satisfaction scores, adoption rates).

• Platform Context: Explicitly mention how you addressed ServiceNow's specific requirements, limitations, and best practices.

• Concise Storytelling: Present your work with a clear narrative arc, making it easy for interviewers to follow your thought process and understand your impact.

📝 Enhancement Note: The interview will likely be heavily focused on practical application and problem-solving within the ServiceNow context. Candidates should prepare to defend their design decisions and demonstrate a deep understanding of the platform's UX ecosystem.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on ICF's career portal.

• Portfolio Customization: Tailor your resume and portfolio to highlight your 3+ years of hands-on ServiceNow UX design experience. Ensure your portfolio prominently features detailed case studies of ServiceNow projects, showcasing your process and outcomes.

• Resume Optimization: Clearly articulate your experience with UX design principles, ServiceNow platform capabilities (forms, portals, workflows), and proficiency with tools like Figma, Jira, and Confluence. Use keywords from the job description.

• Interview Preparation: Practice articulating your design rationale, discussing your ServiceNow project experience in detail, and preparing to answer questions about working in a part-time, on-call, and remote consulting environment.

• Company Research: Familiarize yourself with ICF's work in digital service design, their client sectors, and their company culture to effectively demonstrate your fit and interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially regarding compensation, benefits, and specific project expectations for a part-time/on-call role, should be verified directly with the hiring organization during the interview process.