Senior UX Researcher at ServiceNow

| Chicago
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Description

 

Job Title – Senior UX Researcher

Location – Santa Clara

This position reports to – Sr. Manager, User Experience
 

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 be more scalable than ever before.  

We’re disruptive.  We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers.  We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

 

 

We are looking for a passionate individual to lead the user research activities for Business Applications, IT portfolio. The individual will be responsible for the research strategy and the end-to-end research for specific products or product areas. You will work closely with designers, product managers, engineering, and other teams in the organization. You will plan, execute and analyze user research to understand user’s context and needs and translate findings into artifacts such as personas, journeys, tasks analyses, etc., to communicate their findings in business consumable ways.

 

You must be able to independently lead end-to-end research using various research methods and drive next steps with the product team on the insights that you found. You must know how to project manage and collaborate with product teams. We're looking for someone who is organized, meticulous, empathetic, collaborative and comfortable giving and receiving critique.

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 Experience
  • Demonstration of any accessible projects you have built


What You Get To Do In This Role
 

  • Represent the needs of customers and their end users, gathered via various research methodologies from discovery through design validation techniques.
  • Plan, lead, facilitate, analyze and report on various research initiatives.
  • Communicate your findings through artifacts such as personas, journeys, task analyses, etc. as needed at all levels of the organization.
  • 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.
  • Should be comfortable with architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to the broader Design and Business units.
  • Support design validation and/or iteration through iterative usability testing
  • Validate design direction through participatory design, early concept testing, formative and summative usability testing.
  • Leverage existing ServiceNow user groups and communities as an additional channel for eliciting feedback.

 

What You Need To Be Successful In This Role
 

  • Preferred advanced degree (or equivalent experience) in the Human-Computer Interaction, Human Factors, Cognitive Psychology, or other related degrees.
  • Preferred 5 years or equivalent combination of education and experience successfully applying customer-centered design
  • Must have experience with in-depth interviews, concept testing, usability testing, exploratory research and survey methods
  • Lead independent research in an organized manner to build a deeper understand of the users and uses this learning to inform the team
  • Willing to travel to conferences or customer sites to conduct research.
  • Understands the product development life cycle and timing the research to have maximum impact
  • Explain rationale for research methodology, and regularly communicates project status.
  • Present research in a clear, confident, and engaging manner to diverse audience and create action items with the team
  • Experience working with Enterprise IT software
  • Must have strong written and verbal English communication skills
  • Knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics
  • Mobile and web application design experience across various platforms (iOS, Android, Windows) including demonstrating an understanding of responsive web design
  • Obsessed with the relentless pursuit of UX perfection  

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.

                                                       

 

 

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
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social 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
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
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
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
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
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
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
Lunch and learns
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
Paid industry certifications
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