Job Description

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.


With more than 7,700+ customers, we serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired Companies(TM).


Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.


Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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 What you have


Basic Qualifications (The must 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 (The nice to have):


• 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



JV22

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.


At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.


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.


Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.





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