Job Description

WHAT YOU GET TO DO IN THIS ROLE: 

• Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products 

• Apply and adapt appropriate research techniques and methods for specific project needs 

• Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities 

• Partner with Product Managers and Designers to influence product strategy and roadmaps  Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing 

• Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations 

• Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc 

• Provide mentorship to other members of the team and champion the discipline across the organization

Qualifications

TO BE SUCCESSFUL IN THIS ROLE YOU HAVE: 

• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience 

• Extensive experience in applying customer-centered research techniques to product definition and designs. 

• Expert knowledge in defining, planning and executing research studies including outlining objectives, goals, and timelines.  

• This includes developing sample plans and determining the best data collection approach using quantitative and/or qualitative methods. 

• A portfolio of work representing research that influenced great insights or experiences.  

• This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research.

PREFERRED QUALIFICATIONS: 

• 7+ years of work experience applying and conducting customer-centered research. 

• Master degree or PhD is a bonus. 

• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software. 

• In depth knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design. 

• Experience with the creation and execution of online surveys as well as rich qualitative research techniques. 

• Expert presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders. 

• The ability to learn new technical concepts quickly. 

• Experience coaching and mentoring more junior team members, contributing to their growth

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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WORK PERSONAS

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

REQUIRED IN OFFICE

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

FLEXIBLE 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

REMOTE

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.