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: Operations - Digital Service Design / UX Operations

Date Posted: 2026-09-13T00:00:00

Experience Level: Mid-Level (3-5 years)

Remote Status: Fully Remote

🚀 Role Summary

• This part-time, on-call role focuses on designing and implementing user-centered experiences within the ServiceNow platform, requiring hands-on experience with ServiceNow workflows, forms, portals, and interfaces.

• The position involves close collaboration with product owners, delivery teams, and technical members to translate requirements into effective, scalable solutions within a consulting environment.

• Candidates will apply UX best practices while navigating ServiceNow platform constraints and patterns, creating design artifacts like wireframes and interaction designs.

• A strong understanding of enterprise platforms and design systems is essential, alongside the ability to balance design quality with platform limitations and project timelines.

📝 Enhancement Note: While the title is "UX Designer," the emphasis on ServiceNow platform design, workflows, and integration with delivery teams positions this role as a specialized form of "Operations" within the digital service design space, particularly relevant for GTM and internal operations enablement. The "part-time, on-call" nature suggests a need for highly adaptable and self-sufficient operations professionals who can contribute on a project-by-project basis.

📈 Primary Responsibilities

• Design and support user-centered experiences within the ServiceNow platform, encompassing workflows, forms, portals, and user interfaces.

• Collaborate with product owners, UX researchers, developers, and delivery teams to effectively translate business and technical requirements into actionable ServiceNow designs.

• Apply established UX best practices and methodologies while adhering to ServiceNow platform constraints and architectural patterns.

• Create, iterate, and maintain design artifacts, including wireframes, user flows, journey maps, and interaction designs, specifically tailored for ServiceNow capabilities.

• Partner closely with technical team members to ensure accurate implementation of designs and to provide ongoing design support throughout the development lifecycle.

• Participate actively in client and internal design reviews, gathering feedback and incorporating it iteratively to enhance design solutions.

• Support multiple, often short-term, project-based efforts in a dynamic and fast-paced consulting environment, requiring efficient time management and prioritization.

📝 Enhancement Note: The responsibilities highlight a blend of creative UX design and technical platform application, emphasizing the "operations" aspect of enabling smooth digital service delivery through a specific enterprise platform (ServiceNow). The project-based nature requires a proactive approach to understanding client needs and delivering solutions efficiently.

🎓 Skills & Qualifications

Education:

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

• Equivalent years of relevant professional experience will be considered in lieu of a degree. Experience:

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

• Minimum of 3 years of demonstrated experience working with enterprise platforms or robust design systems, understanding their impact on user experience and implementation.

• Experience in a consulting environment, government, healthcare, or other regulated industries is advantageous, demonstrating adaptability to complex client needs and compliance requirements. Required Skills:

• ServiceNow Platform Expertise: Proven ability to design and develop user experiences (workflows, forms, portals, interfaces) specifically within the ServiceNow ecosystem.

• UX Design Principles: Strong understanding and application of user-centered design (UCD) methodologies, usability best practices, and information architecture.

• Wireframing & Prototyping: Proficiency in creating detailed wireframes, user flows, and interactive prototypes to communicate design concepts and user journeys.

• Design Artifact Creation: Ability to generate comprehensive design documentation, including mockups, specifications, and style guides aligned with platform capabilities.

• Systems Thinking: Demonstrated ability to understand complex systems, identify dependencies, and design holistic solutions that integrate effectively.

• Problem-Solving: Strong analytical and problem-solving skills to address user needs and technical constraints effectively.

Preferred Skills:

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

• Design Systems Knowledge: Familiarity with creating, maintaining, or working within established design systems.

• Client-Facing Experience: Proven ability to engage with clients, understand their business objectives, and present design solutions effectively.

• Agile/Scrum Methodologies: Experience working within agile development frameworks.

• Accessibility Standards: Understanding of WCAG and other accessibility guidelines.

📝 Enhancement Note: The experience requirement explicitly calls for ServiceNow platform design, which is a key differentiator. The emphasis on "enterprise platforms or design systems" suggests a need for understanding how individual components fit into a larger operational framework. The "part-time, on-call" aspect implies that candidates should be highly self-sufficient and capable of ramping up quickly on new projects, making adaptability and strong foundational UX skills paramount.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• ServiceNow Design Examples: A portfolio showcasing 2-3 distinct projects where you designed and implemented user experiences within the ServiceNow platform. This should include examples of workflows, portals, custom forms, or key modules.

• Process Flow Documentation: Visual representations of user journeys, workflow designs, or system interaction flows created for ServiceNow projects.

• Wireframes & Mockups: High-fidelity mockups and detailed wireframes demonstrating your design process and the final user interface outcomes.

• Problem/Solution Articulation: Case studies or project descriptions that clearly outline the business problem, user needs, your design approach, and the resulting impact or efficiency gains achieved.

• Tool Proficiency Showcase: Examples demonstrating your use of design and collaboration tools like Figma, Jira, or Confluence in your workflow.

Process Documentation:

• Requirement Translation: Demonstrations of how you translated client requirements or user feedback into actionable design specifications for ServiceNow implementation.

• Platform Constraint Navigation: Examples of how you successfully designed within the technical limitations or specific architectural patterns of the ServiceNow platform.

• Iterative Design Process: Evidence of how you incorporated feedback from stakeholders, developers, and users through iterative design cycles.

📝 Enhancement Note: For a role focused on ServiceNow UX, the portfolio must concretely demonstrate practical application within that specific platform. Candidates should highlight how their designs improved efficiency, user adoption, or streamlined processes within ServiceNow, reflecting an "operations" mindset. The ability to document and articulate the process behind these designs, especially how they navigated platform constraints, is crucial.

💵 Compensation & Benefits

Salary Range: $81,499.00 - $138,549.00 USD per year (based on full-time employment equivalent)

Benefits:

• Health Insurance: Comprehensive medical, dental, and vision insurance plans.

• Retirement Savings: 401(k) plan with company match.

• Paid Time Off: Generous PTO accrual and holidays, prorated for part-time status.

• Professional Development: Opportunities for training, certifications, and conference attendance, particularly related to ServiceNow and UX.

• Flexible Work Arrangement: As a remote and part-time role, offers significant flexibility in work hours and location within the US.

• On-Call Premium/Project Bonuses: Potential for additional compensation or bonuses tied to specific project engagements and on-call availability.

Working Hours:

• This is a part-time, on-call role with variable hours, estimated to be between 0-30 hours per week, dependent on project needs.

• Core collaboration hours are 10:00 am – 4:00 pm Eastern Time, with flexibility for tasks outside these hours.

📝 Enhancement Note: The salary range provided is for full-time employment. For a part-time, on-call role, actual compensation will be prorated based on hours worked and project assignments. Candidates should clarify the exact compensation structure (hourly rate, project-based fees) during the interview process. The benefits package is typically comprehensive for full-time employees, but the specifics for part-time, on-call roles may differ and should be confirmed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting, Government Services, Advisory. ICF is a global advisory and technology services provider, combining expertise with technology to solve complex challenges for clients across various sectors including government, healthcare, and energy.

Company Size: Large (10,000+ employees globally). This size indicates a robust organizational structure, established processes, and diverse project opportunities. For operations roles, it means access to significant resources and a broad network of specialists.

Founded: 1969. With a long history, ICF likely has well-defined operational methodologies and a stable corporate culture.

Team Structure:

• Experience Practice: The role sits within the "Experience practice," suggesting a focus on user experience, digital transformation, and client-facing solutions.

• Cross-Functional Collaboration: The UX Designer will work closely with Product Owners, UX Researchers, Developers, and Delivery Teams, fostering a collaborative, project-oriented environment.

• Consulting Model: The team operates within a consulting model, meaning work is often project-based, client-driven, and requires adaptability to diverse client needs and environments.

Methodology:

• User-Centered Design: Emphasis on designing solutions that meet user needs and business objectives.

• Agile Project Delivery: Likely follows agile or iterative development processes to deliver solutions efficiently.

• Data-Informed Decision Making: While not explicitly stated for UX, consulting often relies on data to inform design choices and measure impact.

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

📝 Enhancement Note: ICF's focus on advisory and technology services, combined with its large size and long history, suggests a professional environment with structured processes. The "Experience practice" indicates a commitment to user-centricity, which is a key aspect of effective GTM and internal operations. The consulting nature means operations professionals will need to be adept at managing multiple projects and client expectations.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level UX Designer with specialized ServiceNow expertise. This role is positioned as a contributor who can independently design and build within a specific platform, supporting larger client projects. It's a specialized role within the broader UX/Digital Service Design domain.

Reporting Structure: The role is part-time and on-call, suggesting a flexible reporting structure that might involve project managers or lead designers for specific engagements. Direct reporting is likely to a manager within the Experience practice.

Operations Impact: The impact of this role is on enhancing client digital services and internal efficiencies through improved ServiceNow platform user experiences. This directly influences user adoption, task completion rates, and overall satisfaction with digital tools, which can have downstream effects on productivity and operational cost-efficiency for clients.

Growth Opportunities:

• ServiceNow Specialization: Deepen expertise in ServiceNow platform design, potentially leading to certifications or more complex ServiceNow projects.

• UX Leadership: Gain experience managing design aspects of multiple projects, potentially leading to a Senior UX Designer or UX Lead role on larger engagements.

• Cross-Disciplinary Skill Development: Exposure to other UX disciplines (research, content strategy) and consulting methodologies.

• Client Relationship Management: Develop skills in client communication and stakeholder management within a consulting context.

• Transition to Full-Time: Successful performance in this on-call role could lead to opportunities for full-time employment within ICF.

📝 Enhancement Note: The growth path for this role involves becoming a subject matter expert in ServiceNow UX within a consulting framework. For operations professionals, this means developing a niche skill that is highly valued for organizations leveraging ServiceNow for critical business functions. The transition from part-time to full-time is a common growth trajectory in consulting.

🌐 Work Environment

Office Type: Nationwide Remote Office. This indicates a fully remote work model, with no requirement to be based in a specific ICF physical office.

Office Location(s): While the job is listed as Nationwide Remote, the mention of "Reston, VA" in the URL and "Nationwide Remote Office (US99)" suggests that core administrative functions or potential team hubs might be associated with Reston, VA, though the role itself is remote within the US.

Workspace Context:

• Remote Setup: Requires a dedicated, professional home office environment conducive to focused design work and virtual collaboration.

• Digital Collaboration Tools: Heavy reliance on tools like Slack, Microsoft Teams, Zoom, Figma, Jira, and Confluence for communication, design, and project management.

• Independent Work: The part-time, on-call nature necessitates a high degree of self-discipline, time management, and proactive engagement.

• Cross-Functional Interaction: Opportunities to collaborate virtually with a diverse range of professionals across different ICF departments and client teams.

Work Schedule:

• Flexible, with core collaboration hours between 10:00 am and 4:00 pm Eastern Time.

• Variable weekly hours (0-30) based on project demand, requiring adaptability and availability.

• Occasional travel (e.g., quarterly) for client meetings or ICF events may be required.

📝 Enhancement Note: The remote nature and flexible hours are significant benefits for operations professionals seeking work-life balance. However, the "on-call" aspect requires a high level of responsiveness and availability during core collaboration times, which is critical for project success in a consulting setting.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely review applications and conduct a brief phone screen to assess basic qualifications, experience, and interest.

• Hiring Manager/Team Interview: An interview with the hiring manager or a lead designer/operations specialist to delve deeper into your ServiceNow UX experience, design process, and problem-solving abilities. Expect behavioral questions and scenario-based questions.

• Design Challenge/Portfolio Review: A key stage will involve presenting your portfolio, focusing on specific ServiceNow UX projects. You may be asked to walk through a case study, explaining your design decisions, the challenges faced, and the outcomes achieved. A practical design exercise related to ServiceNow might also be part of this stage.

• Final Interview: Potentially a final interview with a senior leader or cross-functional team member to assess cultural fit and overall suitability.

Portfolio Review Tips:

• Highlight ServiceNow Specifics: Clearly showcase your direct experience designing within the ServiceNow platform. For each project, explain the specific ServiceNow modules or features you worked with (e.g., ITSM portals, custom applications, workflow automation).

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your designs. Did your work improve task completion time, reduce support tickets, increase user adoption rates, or enhance data accuracy within ServiceNow?

• Process Over Polish: While polished visuals are good, focus on articulating your design process: how you gathered requirements, how you iterated based on feedback, how you navigated platform constraints, and how you collaborated with developers.

• Tell a Story: Frame your portfolio pieces as mini-case studies. Start with the problem, explain your approach and solutions, and conclude with the results.

• Prepare for "Why ServiceNow?": Be ready to explain your specific interest and expertise in designing for this platform.

Challenge Preparation:

• ServiceNow Use Cases: Familiarize yourself with common ServiceNow use cases (ITSM, HRSD, CSM, etc.) and potential UX pain points within them.

• Design Principles in Constraints: Practice designing solutions that adhere to strict technical or platform limitations, common in enterprise systems like ServiceNow.

• Communication of Trade-offs: Be prepared to discuss design decisions and the trade-offs you made, particularly when balancing ideal UX with platform realities or project timelines.

📝 Enhancement Note: The interview process will heavily weigh practical experience with ServiceNow UX. Candidates should prepare to defend their design choices, demonstrate their understanding of the ServiceNow ecosystem, and articulate how their UX contributions directly support operational efficiency for clients. The "part-time, on-call" aspect means interviewers will also assess adaptability and self-management skills.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Hands-on experience designing and potentially configuring within ServiceNow (e.g., Service Portal, Custom Applications, Workflows, Forms, UI Builder).

• UX Design & Prototyping: Figma (highly preferred), Sketch, Adobe XD, or similar tools for wireframing, mockups, and prototyping.

• Collaboration & Project Management: Jira (for issue tracking and workflow management), Confluence (for documentation and knowledge sharing), Microsoft Teams, Slack.

Analytics & Reporting:

• While direct analytics tools might not be the primary focus for a UX designer, understanding how to access and interpret data from ServiceNow reports or dashboards (e.g., user engagement metrics, task completion rates) related to the designed experiences is beneficial. CRM & Automation:

• Understanding of how ServiceNow integrates with other enterprise systems and potentially CRM platforms to support end-to-end business processes.

📝 Enhancement Note: Proficiency with ServiceNow itself is paramount, alongside industry-standard UX design tools like Figma. The ability to use collaboration tools like Jira and Confluence effectively is crucial for working within a consulting and development team environment. This stack highlights the operational nature of the role, focusing on enabling efficient processes through a specific enterprise platform.

👥 Team Culture & Values

Operations Values:

• Client Focus: A strong commitment to understanding and meeting client needs with effective, user-centered solutions.

• Excellence in Execution: Delivering high-quality designs and implementations, even within platform constraints and tight timelines.

• Collaboration & Teamwork: Working effectively with diverse teams to achieve shared project goals.

• Adaptability & Agility: Embracing change, managing variable workloads, and quickly adapting to new projects and client environments.

• Continuous Improvement: A drive to learn, refine processes, and enhance user experiences through iterative design and feedback.

Collaboration Style:

• Cross-Functional Integration: Encourages close working relationships between UX designers, developers, product owners, and other stakeholders to ensure seamless design implementation.

• Open Communication: Values clear, concise, and transparent communication, both internally and with clients.

• Feedback-Driven: Fosters a culture where constructive feedback is welcomed and used to improve designs and processes.

• Problem-Solving Orientation: Team members are encouraged to proactively identify challenges and collaborate on finding practical solutions.

📝 Enhancement Note: The culture likely emphasizes a professional, results-oriented approach typical of consulting firms. For operations professionals, this means a focus on delivering tangible value to clients through efficient and effective digital solutions. The adaptability required for an on-call role aligns with a culture that embraces dynamic project environments.

⚡ Challenges & Growth Opportunities

Challenges:

• ServiceNow Platform Constraints: Designing optimal user experiences while adhering to the specific technical limitations and architectural patterns of the ServiceNow platform.

• Variable Workload & On-Call Nature: Managing fluctuating project demands, maintaining availability for on-call support, and quickly transitioning between different client projects.

• Balancing Design & Delivery: Finding the right balance between high-fidelity design ideals and the practicalities of timely implementation within project deadlines.

• Diverse Client Needs: Adapting design approaches and solutions to meet the unique requirements and contexts of various clients across different industries.

Learning & Development Opportunities:

• ServiceNow Certifications: Opportunities to pursue official ServiceNow certifications (e.g., Certified Application Developer, Certified System Administrator) to deepen platform knowledge.

• Advanced UX Techniques: Training in specialized UX areas, such as service design, journey mapping, or advanced prototyping.

• Consulting Skills Development: Gaining experience in client management, proposal support, and project delivery methodologies common in the consulting industry.

• Exposure to Diverse Industries: Working on projects for clients in government, healthcare, and other sectors provides broad industry exposure.

📝 Enhancement Note: The primary challenge is mastering UX within the specific confines of ServiceNow. Growth opportunities lie in becoming a recognized expert in ServiceNow UX, which is a high-demand skill in the operations and digital transformation space.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex user experience challenge you faced within the ServiceNow platform and how you resolved it." (Prepare a specific case study focusing on problem, solution, and outcome.)

• "How do you balance user needs with platform constraints and development timelines when designing for ServiceNow?" (Focus on your process for making trade-offs and communicating them.)

• "Walk me through your process for designing a new ServiceNow portal or workflow from requirements gathering to implementation support." (Highlight your systematic approach and collaboration points.) Company & Culture Questions:

• "Why are you interested in a part-time, on-call role with ICF?" (Emphasize flexibility, project variety, and your ability to be self-sufficient.)

• "How do you ensure effective collaboration with developers and technical teams when designing for a platform like ServiceNow?" (Discuss your communication style and experience working with technical counterparts.)

• "What do you understand about ICF's Experience practice and how your skills align with it?" (Research ICF's digital transformation and client service offerings.) Portfolio Presentation Strategy:

• ServiceNow Focus: Dedicate at least one or two portfolio pieces specifically to your ServiceNow UX work. Clearly articulate the problem, your design process within ServiceNow, and the impact.

• Quantifiable Results: Prepare to discuss metrics. If you don't have hard numbers, discuss anticipated improvements or qualitative feedback received.

• Process Walkthrough: Be ready to explain your thought process for each project, including your initial approach, iterative changes, and why you made specific design decisions.

• Technical Understanding: Demonstrate awareness of ServiceNow's capabilities and limitations in your presentation, showing you understand the platform's operational context.

📝 Enhancement Note: Interviewers will be looking for candidates who not only have strong UX skills but also a deep, practical understanding of the ServiceNow platform and how to design effectively within its operational framework. Be prepared to discuss your experience with concrete examples directly related to ServiceNow.

📌 Application Steps

To apply for this operations position:

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

• Tailor Your Resume: Emphasize your 3+ years of UX design experience, specifically highlighting your hands-on ServiceNow platform design work, experience with enterprise platforms, and any consulting or regulated industry background. Use keywords like "ServiceNow UX," "Service Portal Design," "Workflow Design," "User-Centered Design," and "Figma."

• Curate Your Portfolio: Select 2-3 strong projects that showcase your ServiceNow UX capabilities. Prepare to discuss your design process, the challenges you overcame, and the outcomes achieved, focusing on efficiency and user experience improvements.

• Prepare for ServiceNow-Specific Questions: Review common ServiceNow use cases and be ready to discuss your experience designing within its ecosystem. Practice articulating your design rationale, especially when working within platform constraints.

• Research ICF: Understand ICF's consulting model, their "Experience practice," and their focus on client-aligned digital service design. This will help you tailor your responses to their specific needs and culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.