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Senior / Staff UX Researcher

| Chicago | Hybrid
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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 roll up their sleeves 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

UX Researcher openings at all levels in Santa Clara, San Diego, and Chicago!

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.
  • Represent strategy and UI/UX design, customer roles, profiles and concepts across other UX work streams and represent UX strategy for 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
  • Partner closely with Product Management and Design leadership to influence product strategy and roadmaps by defining and driving specific user experience goals.
  • 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.

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.
  • 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.
  • 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.

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 +1 (408) 501-8550, or [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.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

176 N Racine Ave, Chicago, IL 60607

An Insider's view of ServiceNow

What’s the vibe like in the office?

The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

Christine

Vice President of AMS Solution Consulting

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

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
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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