Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

What you get to do in this role:

• Represent the needs of customers and their end users, gathered using various research methodologies across the product and design lifecycle from discovery through design validation.
• Apply appropriate research techniques and methods for the specific project. Methods such as online surveys, individual customer interviews, focus groups, journey mapping, user flows and information architecture definition.
• Establish the ServiceNow Platform UX research practice as the “go to person” for everything platform security, trust, privacy and resilience.
• Represent platform security strategy and UI/UX design, customer roles, profiles and concepts across other UX work streams and represent UX strategy for platform security product development leaders
• Engage with customers to understand complex implementation requirements and general platform direction to enable application development, business unit requirements and overall platform growth
• Candidate will lead ServiceNow platform’s strategy for UI/UX, supporting industry leading security, privacy and resilience use cases across all applications to win in regulated markets.
• Partner closely with Product Management and Design leadership to influence product strategy and roadmaps by defining and driving specific user experience goals for application development, administration and integrations. in data management, data protection, identity and authentication, audit, monitoring and security administration experiences.
• Validate design direction through participatory design, early concept testing, formative and summative usability testing.
• Analyze and synthesize qualitative and quantitative data to generate strategic and tactical insights with actionable recommendations.
• Communicate your findings through artifacts such as jobs to be done, segments, personas, journeys, task analyses, etc. as needed at all levels of the organization.
• Collaborate on product feature prioritization and user story creation as needed.
• Identify and document research best practices and help on-board new team members
• Expect to travel up to 15% of the year

Qualifications

To be successful in this role you have:

• At least 8 years’ or equivalent combination of education and experience applying and conducting customer-centered research to validate product features, functionality, UI designs, future concepts and drive product development outcomes working for a research agency, UI/UX agency, enterprise UX team, or software company performing customer or UX research.
• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software. 
• Experience working with Enterprise IT software (e.g. ServiceNow, Microsoft, SAP, Oracle, Salesforce, PeopleSoft)
• In depth knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.
• Experience in understanding concepts, latest trends, best practices across consumer and enterprise applications user registration, authentication and first time experience and extracting valuable insights to drive forward looking roadmap
• Customer first mindset and deep interest for consumerization of the enterprise especially with data privacy and data protection in the complex enterprise architecture context and making “security easy and transparent”
• Must have strong written and verbal English communication skills, and excellent communication and presentation skills to visualize technically complex topics and make them easy to understand throughout company leadership, customers or product development
• Comfortable in a customer facing role where you need to represent the ServiceNow brand. 
• Willing to be proactive and take initiative to learn about ServiceNow products and customers and learn about the technical functionality of ServiceNow platform and products, to represent product functionality with target end-users.
• Enjoy working collaboratively inside a cross-functional teams, effectively integrating your research into the product definition and design phases.
• Prior experience in security and encryption technologies as it pertains to Application Platform as a Service, Cloud Access Security Brokers, operating systems, database or networking
• 5+ years’ experience researching customer or partner needs for highly scalable and secure Platform as a Service and/or Software as a Service experiences.
• Good understanding of common compliance regulations that various government and enterprise companies must follow.
• Understanding platform thinking and how shared platform services work and being able to drive consensus in volatile environment despite changing requirements and priorities
• The ability to learn new technical concepts quickly.

What we would love to see from you before or during an interview:

• An inspiring portfolio representing examples of research that influenced insanely great insights or experiences. This includes examples of research goals, research methodologies used, the process you followed, how you were personally involved, an data visualizations, and crisply articulated insights from the research.

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 [email protected] 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.

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.