UX Reasearch and Design Specialist

UX Research and Designer

B&A is seeking a UX Research and Design Specialist to support the modernization of the organization's asset management solution through the implementation of the ServiceNow IT Asset Management (ITAM) module, replacing the legacy OpenText Asset Manager. This role will focus on ensuring the ITAM solution is intuitive, user-friendly, and consistent with existing ServiceNow design standards, while also being tailored to customer needs. The UX Specialist will partner closely with the Product Owner (PO), business stakeholders, and technical teams to design, validate, and refine user experiences for the ITAM module, ensuring accessibility, usability, and minimal reliance on external training.

Responsibilities

• Collaborate with the Product Owner to design and validate the ServiceNow ITAM user experience through user research, testing, and customer feedback.
• Ensure the ITAM solution complements existing ServiceNow modules (ITSM, ITOM, CMDB, Security Ops, GRC) in look, feel, flow, wording, icons, and other design elements.
• Conduct usability studies, customer interviews, and user testing to validate design choices and refine workflows.
• Design and implement user interface elements that provide meaningful feedback to users during interactions (e.g., error messages when submissions fail, success confirmations when data is saved).
• Ensure user instructions are built into ITAM interfaces-through labeling, tooltips, and logical workflows-so users can effectively complete tasks without reliance on external training documents.
• Partner with developers to ensure designs are implemented accurately and meet accessibility standards (Section 508 / WCAG 2.1 Level AA).
• Create wireframes, mockups, prototypes, and design documentation to communicate design intent.
• Advocate for user-centered design principles and help establish UX best practices across the ITAM solution.
• Provide input into iterative improvements post-implementation, based on continued user feedback and performance data.

Education and Experience

• Bachelor's degree
• 8+ years of experience leading teams

Required Skills

• Proven experience as a UX designer or researcher working on ServiceNow applications, with hands-on knowledge of platform design patterns.
• Experience partnering with Product Owners to define, test, and validate ServiceNow solutions with end users.
• Ability to design solutions that align with the ServiceNow look and feel while adapting to specific customer needs.
• Strong knowledge of designing for meaningful user feedback, ensuring clear communication in error handling, confirmations, and system responses.
• Experience embedding instructions and guidance directly into user interfaces to enable intuitive use of ITAM without external documentation.
• Demonstrated ability to conduct usability testing, analyze results, and iterate designs accordingly.
• Excellent collaboration and communication skills, with the ability to work across business, technical, and stakeholder groups.
• Familiarity with accessibility standards and Section 508 / WCAG 2.1 Level AA compliance requirements in UI/UX design.

Desired Skills

• ServiceNow certification (e.g., Certified System Administrator, ServiceNow UX/UI Design Specialist).
• Portfolio of prior UX design work, preferably including enterprise applications or ServiceNow solutions.
• Experience with ITAM, ITSM, ITOM, CMDB, or related ServiceNow modules.
• Familiarity with ITIL practices and IT service management frameworks.
• Experience designing for government, public sector, or regulated environments.
• Proficiency with design and prototyping tools (e.g., Figma, Sketch, Adobe XD).

Security Clearance

• Eligible to obtain a Public Trust Clearance.

More About B&A:

Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs

B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.

B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:

• The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
• A formal mentorship program
• Job shadowing and cross training opportunities
• Brand Ambassador program
• Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
• Monthly teambuilding events
• B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more

At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.

EEO

B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.

EEO is the Law

B&A participates in e-Verify. We provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 Form to confirm work authorization.