Lead UX and Product Researcher at ServiceNow

| Kirkland
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ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and become more scalable than ever before. 

We transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it – fast, simple, easy. Just as we help simplify & improve experiences for our customers, we strive to offer the same experiences for our team members.

This role is part of the Experience Organization, made up of passionate individuals that drive Insights (Market, Product, Customer, and UX research), product documentation and experience design activities across the ServiceNow platform and product solutions.

We are looking for an experienced researcher to partner with key stakeholders (e.g., Product Management, Design) and own user experience and product research activities in a portfolio of customer solutions. This individual will independently develop focused research plans including objectives, hypotheses and relevant methods across the product lifecycle, analyze derived data to understand customer context and needs, and translate findings into artifacts (i.e., personas, journeys, task analyses) and actionable insights that have direct product and business value.

While not mandatory, we do strive to find people with enterprise B2B product experience in one or more of our product categories including IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management, or Finance & Legal. Join our team and inspire digital transformations by creating new and compelling experiences for Global 500 companies around the world – enabling people around the world to get more done, faster than ever before! 

What you get to do in this role:

  • Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts.
  • Collaborate with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan.
  • Work directly with external vendors to procure research sample, research reports, and partner on research projects as needed.
  • Execute various types of primary research and analysis, from early discovery, usage and needs, through product design validation.
  • Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, journey mapping, user flows, information architecture definition, wireframing and others to aid in the formulation of insights that improve product functionality and user experience.
  • Develop strategic research plans including discussion guides, contingency plans and other instruments from rough outline to the final version.
  • Partner closely with Product Management to influence product strategy and roadmaps with validated user research findings.
  • Collaborate on feature definition and user story creation as needed.
  • Work collaboratively inside a cross-functional team, effectively integrating your research into the product definition and design phases.
  • Influence architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Product teams.
  • Text analysis and coding of open-end responses which might include product feature requests, problem reports, discussion forums, and community discussions.
  • Analyze and synthesize data in order to generate strategic and tactical insights with actionable recommendations that drive product improvements, innovations, and customer experience improvements.
  • Prepare reports of findings, create PowerPoint and Excel reports, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership (C-Level, director level).

In order to be successful in this role, we need someone who has:

  • 7+ years of direct experience or equivalent combination of education and experience in user experience, product, customer, or academic research. Preferably for product development purposes.
  • Proven history of independently defining, planning and executing research strategies including defining objectives, goals, timelines and ability to select the appropriate methodology for the project. This includes developing sample plans and designing data collection instruments.
  • Advanced knowledge of several data collection methods (either qualitative or quantitative) and fundamental knowledge of mixed methods.
  • Can quickly understand customer needs, taking the initiative to interact with customers, managing expectations, responding to their requests, and communicating feedback in a simple, clear, and concise manner.
  • Demonstrates confidence in the data collection process which is evidenced by the ability to naturally engage users and in the aptitude to respond with insightful follow-up questions which increases richness of research data.
  • Knowledge of user interface design principles, usability evaluation techniques, perception, cognition, task analysis, experimental design and fundamental knowledge of statistics to best inform useful and usable recommendations.
  • Exceptional written and oral communication abilities. Can prepare reports of findings, illustrating research data graphically and translating complex findings into written text. Experience working with and presenting research results to executive leadership (C-Level, director level).
  • Willing to be proactive and take initiative to learn about ServiceNow products and customers.
  • Ability to work independently on complex projects requiring frequent problem solving and critical thinking. 

The ideal candidate will have the following:

  • Experience working with Enterprise IT software (e.g., ServiceNow, Microsoft, Oracle, Salesforce, PeopleSoft), ideally a background in Application Platform as a Service (PaaS) or Software as a Service (SaaS) applications.
  • Expertise in one or more of the following product spaces: IT Security Management, IT Operations Management, Security Operations, HR Service Delivery, Customer Service Management (CSM), or Finance & Legal.
  • Awareness of Mobile and web application design experience across various platforms (iOS, Android, Windows) including demonstrating an understanding of responsive web design.
  • Advanced degree in the Human-Computer Interaction, Human Factors, Cognitive Psychology, or other related degrees.

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

  • An inspiring portfolio representing the process you follow to build Insanely Great Experiences
  • Demonstration of any accessible projects you have built

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

Travel:

Up to 20% annually

 

ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and 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 (408) 501-8550, or [email protected] for assistance.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • HBaseDatabases
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases

Location

We’re on the edge of Lake Washington at Carillon Point in Kirkland. Right now, we're physically distanced but trying to stay socially connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.

Medha

Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.

Marina

Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.

Preetam

Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Eat lunch together
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Our employees receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
On-site!
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Stocked Kitchen
Some Meals Provided
Lunch provided every Friday!
Happy Hours
Steps away from awesome restaurants and bars.
Parking
Free parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options.
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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