It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
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
- Apply appropriate research techniques and methods for specific project needs
- Engage with customers to understand their unique implementation of our products, including defining and synthesizing user needs and use cases
- 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 current or previous qualitative studies and quantitative data 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.
Qualifications
Basis Qualifications (The Must Have):
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- Basic experience in applying customer-centered research techniques to product definition and designs.
- Understand the importance of 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 or examples of work representing research that influenced insights or experiences. This can include examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and articulated insights.
Preferred Qualifications (The Nice To Have):
- 2+ years’ of work experience conducting customer-centered research
- Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software.
- General 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
- Excellent 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.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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