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

📍 Job Overview

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

Company: ICF

Location: Reston, Virginia, United States

Job Type: Part-Time

Category: User Experience (UX) Design / Digital Service Design

Date Posted: September 14, 2026

Experience Level: Mid-Level (3+ years)

Remote Status: Remote OK (US-based)

🚀 Role Summary

• This role focuses on designing and implementing user-centered experiences specifically within the ServiceNow platform, requiring a blend of UX design principles and platform-specific knowledge.

• You will be responsible for translating complex requirements into intuitive workflows, forms, and portals, ensuring usability and scalability.

• Collaboration is key, working closely with product owners, developers, UX researchers, and delivery teams to bring designs to life.

• This is a part-time, on-call position, demanding adaptability and efficient time management to support various project needs as they arise.

📝 Enhancement Note: While the title is "UX Designer," the emphasis on ServiceNow platform design and implementation positions this role within a specialized segment of UX, often referred to as Platform UX or Enterprise UX, with direct implications for operational efficiency and user adoption of enterprise systems. The "on-call" nature suggests a need for proactive engagement and the ability to quickly pivot between projects.

📈 Primary Responsibilities

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

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

• Apply established UX best practices and design system principles while navigating and adhering to ServiceNow platform constraints and conventions.

• Create and refine design artifacts, including wireframes, user flows, and interactive prototypes, to clearly communicate design intent and functionality within the ServiceNow ecosystem.

• Partner closely with technical implementation teams to ensure accurate translation and execution of designs within the ServiceNow environment.

• Actively participate in client and internal design reviews, incorporating feedback to iteratively improve design solutions.

• Support multiple, potentially short-term, project efforts in a fast-paced consulting environment, managing time and deliverables effectively.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to design within a specific enterprise platform. This goes beyond typical UX ideation and requires a practical understanding of how designs will be built and function within ServiceNow's technical framework. The consulting environment implies a need for client-facing skills and the ability to manage multiple stakeholders and project demands.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Design, Human-Computer Interaction, or a related field, or equivalent years of practical experience. Experience:

• 3+ years of dedicated UX design experience, with a strong emphasis on hands-on design and implementation within the ServiceNow platform.

• 3+ years of demonstrated experience working with enterprise platforms or contributing to design systems.

• Experience in a consulting, government, healthcare, or other regulated industry environments is highly preferred. Required Skills:

• Proven expertise in designing and building user experiences within the ServiceNow platform.

• Proficiency in creating design artifacts such as wireframes, user flows, and interaction designs.

• Strong understanding of user-centered design principles and methodologies.

• Experience working within enterprise platforms or with established design systems.

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

• Must be a US Citizen, reside in the US, and be authorized to work in the US, with work performed within the US. Preferred Skills:

• Proficiency with key design and collaboration tools, including Figma, Jira, and Confluence.

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

• Strong problem-solving and systems-thinking capabilities.

• Excellent written and verbal communication skills in English, with the ability to articulate design rationale to diverse audiences.

📝 Enhancement Note: The requirement for hands-on ServiceNow design experience is critical and differentiates this role from a general UX designer position. The need for a Federal Public Trust clearance indicates work on government-related projects, requiring candidates to be US Citizens and meet specific background check requirements. The preference for consulting experience suggests a fast-paced, client-focused work environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 distinct projects demonstrating your UX design process and output specifically within the ServiceNow platform.

• For each ServiceNow project, clearly articulate the problem statement, your role, the design process followed (research, ideation, wireframing, prototyping, testing), and the final solution.

• Include examples of designed workflows, forms, portals, or custom interfaces built within ServiceNow.

• Highlight your ability to work within platform constraints and how you addressed them in your designs.

• Demonstrate your experience with ServiceNow's out-of-the-box capabilities and any custom configurations you've contributed to. Process Documentation:

• For each portfolio project, provide evidence of your system-thinking approach, illustrating how your designs integrate with broader ServiceNow functionalities or enterprise systems.

• Detail your collaboration process with developers and product owners, including how you managed feedback and iterated on designs.

• Showcase examples of how you translated user requirements into functional design specifications for ServiceNow implementation.

• Include any UX research conducted or user feedback incorporated into your ServiceNow design iterations.

📝 Enhancement Note: A robust portfolio is essential for this role, with a strong emphasis on practical application within ServiceNow. Candidates should be prepared to walk through their process for designing and implementing solutions on the platform, demonstrating not just aesthetic design but also functional understanding and problem-solving within its specific framework.

💵 Compensation & Benefits

Salary Range:

• Based on full-time employment, the estimated annual salary range for this position is $81,499.00 - $138,549.00 USD. As this is a part-time, on-call role, actual compensation will be based on hours worked and specific project assignments, likely at an hourly rate derived from this annual range. Benefits:

• As a part-time, on-call employee, benefits may vary. Typically, ICF offers:

  • Health, dental, and vision insurance options (eligibility may depend on hours worked).

  • Paid time off (accrual rate may differ for part-time roles).

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

  • Professional development opportunities, including training and conferences.

  • Employee Assistance Program (EAP).

  • Opportunities for flexible work arrangements within the US. Working Hours:

• This is a part-time, on-call position 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 outside of core hours is expected, depending on project demands and team time zones.

📝 Enhancement Note: The salary range provided appears to be for full-time employment. For this part-time, on-call role, compensation will likely be hourly. Using the midpoint of the range ($109,000) and dividing by a standard 2080 working hours per year (approx. 40 hrs/week * 52 weeks) suggests an approximate hourly rate of $52.40/hour, which is a reasonable starting point for estimation. Benefits for part-time roles are often pro-rated or may have different eligibility requirements.

🎯 Team & Company Context

🏢 Company Culture

Industry: ICF operates as a global advisory and technology services provider, serving a diverse range of sectors including government, healthcare, energy, environment, and social programs. Their work often involves complex problem-solving and digital transformation initiatives.

Company Size: ICF is a large global organization, indicating a structured environment with established processes and a wide array of resources. This size also means opportunities for varied project exposure and professional networking.

Founded: ICF was founded in 1969, signifying a long history of experience and stability in the consulting and technology services industry. This longevity suggests a mature organizational structure and a deep understanding of client needs.

Team Structure:

• This role is part of the "Experience practice" within ICF, focusing on digital service design.

• You will likely be part of a UX team that collaborates closely with product owners, developers, and technical specialists on ServiceNow projects.

• The structure is project-based, meaning you will work with different cross-functional teams depending on the client and project requirements.

• Reporting will be to a UX Lead or Project Manager within the Experience practice. Methodology:

• ICF emphasizes a user-centered approach to digital service design, ensuring solutions are usable, effective, and meet client objectives.

• They leverage technology and data analytics to solve complex challenges and drive transformation for their clients.

• Agile and iterative methodologies are common in consulting environments for project delivery and design refinement.

• Collaboration and knowledge sharing are encouraged across practices to foster innovation and best-practice application.

Company Website: https://careers.icf.com/us/en

📝 Enhancement Note: ICF's positioning as a global advisory and technology services provider means this role operates within a professional, client-focused consulting environment. The "Experience practice" suggests a strong emphasis on user outcomes and service delivery. The part-time, on-call nature means team integration will be project-specific.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level UX Designer, requiring 3+ years of experience. It focuses on specialized platform design (ServiceNow) and implies a degree of autonomy in executing design tasks within defined project scopes.

Reporting Structure: You will report to project-specific leads or managers within the Experience practice. While you are part of a broader UX team, your day-to-day reporting will be dictated by project assignments.

Operations Impact: Your work directly impacts the efficiency and usability of enterprise systems like ServiceNow for clients. By designing user-friendly workflows and interfaces, you contribute to improved user adoption, reduced errors, streamlined processes, and ultimately, enhanced operational efficiency and client satisfaction.

Growth Opportunities:

• Specialization: Deepen expertise in ServiceNow UX design, potentially becoming a go-to specialist for complex platform implementations.

• Skill Expansion: Develop skills in other enterprise platforms or advanced UX research methodologies through project exposure.

• Consulting Acumen: Enhance client-facing skills, project management capabilities, and business acumen through diverse project engagements.

• Leadership Potential: With demonstrated success, opportunities may arise to lead design efforts on smaller projects or mentor junior designers.

• Full-time Conversion: While currently part-time, on-call, consistent high performance could lead to opportunities for full-time roles within ICF if they become available.

📝 Enhancement Note: The growth path for this role emphasizes specialization within enterprise platforms and the development of consulting skills. The part-time nature offers flexibility but also requires proactive engagement to identify and pursue growth opportunities. Demonstrating impact through successful project delivery will be key for advancement.

🌐 Work Environment

Office Type: This role is primarily remote, with the possibility of occasional travel to ICF offices or client meetings (e.g., quarterly). The work is performed within the United States.

Office Location(s): While the role is remote, core collaboration hours are based on Eastern Time (ET). ICF has offices in Reston, Virginia, and other locations across the US, which may serve as hubs for occasional in-person meetings or team gatherings.

Workspace Context:

• You will need a dedicated, professional workspace conducive to focused design work and virtual collaboration.

• Access to reliable high-speed internet is essential for remote work and participation in virtual meetings.

• You will utilize standard office productivity and collaboration tools, along with specialized UX and ServiceNow design software.

• Opportunities for informal collaboration will occur through virtual team channels and meetings.

Work Schedule: The role is part-time and on-call, with variable hours (0-30 per week). While core collaboration hours are 10:00 am - 4:00 pm ET, flexibility is expected to accommodate project needs and team availability across different US time zones.

📝 Enhancement Note: The remote-first nature of this part-time role requires self-discipline and effective virtual communication. Occasional travel indicates that candidates should be open to in-person collaboration when necessary. The emphasis on core collaboration hours suggests a need for availability during specific windows of the US workday.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications, particularly ServiceNow UX experience.

• Technical Interview: Discussion focused on your UX design process, problem-solving skills, and specific experience with ServiceNow platform design. Expect to walk through portfolio examples.

• Skills Assessment/Challenge: You may be given a small design exercise or case study related to ServiceNow UX to assess your practical application of skills and your approach to problem-solving under constraints.

• Behavioral/Team Fit Interview: Questions assessing your adaptability, collaboration style, communication skills, and ability to work effectively in a part-time, on-call consulting environment.

• Client/Stakeholder Interview (Potentially): Depending on the project, you may have an interview with a client representative or key stakeholder.

Portfolio Review Tips:

• ServiceNow Focus: Ensure your portfolio prominently features projects where you designed within or for the ServiceNow platform. Quantify impact where possible (e.g., "reduced form completion time by X%," "improved user task success rate").

• Process Clarity: Clearly articulate your design process for each ServiceNow project. Use a structure like: Problem -> Your Role -> Process -> Solution -> Outcome.

• Artifact Showcase: Include examples of wireframes, user flows, interactive prototypes, and final UI designs specifically for ServiceNow interfaces (forms, portals, workflows).

• Constraint Management: Be prepared to discuss how you navigated ServiceNow's platform limitations and best practices to deliver effective solutions.

• Conciseness: Given the part-time nature, be ready to present key highlights efficiently.

Challenge Preparation:

• Review common ServiceNow functionalities and user scenarios (e.g., incident management, service requests, knowledge base).

• Practice articulating your design decisions and rationale clearly and concisely.

• Be ready to discuss trade-offs between ideal UX and platform realities.

• Prepare to demonstrate systems thinking – how your design fits into the larger ServiceNow ecosystem and client business processes.

📝 Enhancement Note: The interview process will heavily scrutinize your practical experience with ServiceNow UX. A portfolio that clearly demonstrates this specific skill set, along with the ability to articulate your process and problem-solving approach, will be crucial for success. Be prepared for a practical assessment of your skills.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow Platform: Core requirement for designing and implementing user experiences. Familiarity with modules like ITSM, CSM, HRSD, or App Engine is beneficial.

• UX Design Software: Proficiency in industry-standard tools such as Figma (highly preferred), Sketch, Adobe XD, or similar for wireframing, prototyping, and UI design.

• Collaboration Tools: Experience with Jira for task tracking and workflow management, and Confluence for documentation and knowledge sharing.

Analytics & Reporting:

• While not a primary focus for this UX role, understanding how user behavior data (e.g., from ServiceNow analytics or dedicated UX analytics tools) informs design decisions is advantageous. CRM & Automation:

• While ServiceNow is a platform for service delivery and workflow automation, direct CRM platform experience (like Salesforce) is not explicitly required but demonstrates broader enterprise system understanding.

📝 Enhancement Note: Proficiency in Figma is explicitly mentioned as preferred, making it a key tool to highlight if you have experience. Deep practical knowledge of the ServiceNow platform's capabilities and limitations for UX design is paramount, more so than general CRM or analytics tool expertise for this specific role.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value is designing solutions that prioritize the end-user experience, ensuring usability and satisfaction.

• Collaboration: Strong emphasis on teamwork, working closely with developers, product owners, and clients to achieve shared goals.

• Problem-Solving: A culture that embraces tackling complex challenges with innovative and practical solutions.

• Adaptability: Given the consulting and on-call nature, flexibility and the ability to adapt to changing project needs and priorities are highly valued.

• Quality & Excellence: Commitment to delivering high-quality design work and contributing to successful client outcomes.

Collaboration Style:

• Cross-functional Integration: Designers work closely with technical teams, requiring clear communication of design intent and understanding of technical feasibility.

• Iterative Feedback: Openness to receiving and incorporating feedback from stakeholders, including clients, developers, and other UX team members.

• Knowledge Sharing: A culture that encourages sharing insights, best practices, and lessons learned within the Experience practice and across projects.

• Proactive Communication: Essential for remote and on-call work, ensuring all stakeholders are informed of progress, challenges, and availability.

📝 Enhancement Note: The culture values practical application and collaborative problem-solving. For a part-time, on-call role, demonstrating proactive communication and a collaborative spirit even with limited hours will be crucial for fitting into the team's dynamics.

⚡ Challenges & Growth Opportunities

Challenges:

• ServiceNow Platform Constraints: Designing effective UX within the specific technical limitations and established patterns of the ServiceNow platform can be challenging.

• Variable Workload: Managing time and availability effectively in an on-call, part-time capacity, while ensuring consistent quality across potentially disparate projects.

• Remote Collaboration: Maintaining strong communication and team cohesion while working remotely and potentially across different time zones.

• Balancing Design Ideals with Delivery: Reconciling best-practice UX with client requirements, platform constraints, and tight project timelines.

Learning & Development Opportunities:

• ServiceNow Platform Expertise: Deepen knowledge of ServiceNow modules and their UX implications through hands-on project work.

• Consulting Skills: Develop client management, presentation, and business analysis skills through diverse project engagements.

• Tool Proficiency: Enhance skills in design tools like Figma and collaboration platforms like Jira/Confluence.

• Cross-Disciplinary Exposure: Gain insights into different client industries and the operational challenges they face, broadening your understanding of enterprise systems.

📝 Enhancement Note: The primary challenge lies in effectively leveraging UX expertise within the specific confines of the ServiceNow platform, coupled with the inherent demands of a part-time, on-call consulting role. Growth will come from mastering these challenges and developing broader consulting competencies.

💡 Interview Preparation

Strategy Questions:

• "Describe a challenging UX design problem you solved within the ServiceNow platform. What was the problem, your approach, and the outcome?" (Focus on process, constraints, and impact.)

• "How do you balance creating an optimal user experience with the technical limitations and best practices of the ServiceNow platform?" (Prepare examples of trade-offs.)

• "Walk me through a ServiceNow project from your portfolio. What was your role, and how did you collaborate with developers and product owners?" (Be ready for detailed walkthroughs.)

• "How do you prioritize tasks and manage your time when working on multiple, potentially short-term projects as an on-call designer?" (Demonstrate organizational skills.) Company & Culture Questions:

• "Why are you interested in a part-time, on-call role at ICF?" (Highlight flexibility, project variety, and interest in ICF's mission.)

• "How do you ensure effective communication and collaboration in a remote, part-time capacity?" (Emphasize proactivity and tool usage.)

• "What do you know about ICF and our work in the digital service design space?" (Research ICF's website and recent projects.) Portfolio Presentation Strategy:

• ServiceNow First: Lead with your strongest ServiceNow UX case studies.

• Visual Storytelling: Use clear visuals (screenshots, flows, prototypes) to illustrate your design process and final solutions.

• Concise Narratives: For each project, clearly state the problem, your specific contribution, the steps taken, and the results achieved.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs.

• Be Prepared for Q&A: Anticipate questions about your design decisions, challenges faced, and how you'd approach future ServiceNow projects.

📝 Enhancement Note: Prepare to demonstrate not just your UX skills but your specific ability to apply them within ServiceNow. Be ready to discuss trade-offs and problem-solve on the spot, especially concerning platform constraints. Your portfolio should be the central piece of your presentation.

📌 Application Steps

To apply for this operations position:

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

• Portfolio Customization: Tailor your resume and portfolio to highlight your specific ServiceNow UX design experience. Ensure your portfolio clearly showcases 2-3 relevant projects with detailed process explanations and outcomes.

• Resume Optimization: Update your resume to include keywords from the job description, such as "ServiceNow," "UX Design," "Wireframing," "Interaction Design," "Figma," "Jira," "Confluence," and "user-centered design." Quantify achievements where possible.

• Interview Preparation: Practice articulating your design process, problem-solving approach, and ServiceNow-specific experiences. Be ready to present your portfolio and answer behavioral questions related to adaptability and collaboration in a remote, part-time setting.

• Company Research: Familiarize yourself with ICF's services, client base (especially government/public sector), and their approach to digital transformation and user experience. Understand their values and commitment to equal opportunity.

⚠️ 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.