Staff UX Researcher, Tx Workflow

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busy work so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. 

We are seeking a seasoned Staff Researcher to join the core product team for the rapidly growing Asset Management business unit to drive product decisions through user insights and data.  

What you get to do in this role:

• Understand customers’ unique needs for our products, including defining and synthesizing user needs, pain points, use cases, and specific product opportunities. 

• Build trusted relationships across PM, Design, Engineering, and Support so research is brought into roadmap conversations early.  

• Serve as a strategic partner to Product Managers, Designers, and other cross-functional team members to influence product strategy and roadmaps through actionable insights and data. 

• Influence product decisions by presenting evidence that reframes problems, shifts priorities, or changes scope.  

• Triangulate quant, qual, and telemetry data to formulate a strong perspective for the future state of the product and develop strategic and tactical insights with actionable recommendations. 

• Translate complex research into clear, compelling narratives tailored to audiences from designers to executives. Champion the strategic value of research with senior leaders to expand its role in product decisions. 

• Use advanced AI skills to enhance the execution and analysis phases to move fast. 

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

Basic Qualifications (The must have):

• Experience in leveraging 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. 

• Proven track record in using qual and quant research methods in solving user problems.  

• 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. 

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

• A portfolio of work representing research that influenced product decisions. 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 that drove product and design decisions. 

Preferred Qualifications (The nice to have):

• Experience in shipping enterprise software products for various user types. 

• Experience in using analytics and telemetry as part of the data points.   

• Experience with the execution of large-scale surveys as well as rich qualitative research techniques. 

• The ability to learn new technical concepts quickly. 

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

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 [email protected] 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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