Advertisement

UX Researcher

| Chicago | Hybrid
Sorry, this job was removed at 11:49 a.m. (CST) on Thursday, July 1, 2021
Find out who's hiring remotely in Chicago.
See all Remote Design + UX jobs in Chicago
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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

Locations: Santa Clara, San Diego, Chicago, and Montreal

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 a junior researcher to conduct UX and Product Research activities for a portfolio of customer solutions. This individual will partner with Senior (Research and Design) Staff and Product Management to identify stakeholder needs, develop strategic research plans, and execute research activities and analyses that generate actionable insights that inform product strategy, short- and long-term roadmaps, and positively influence new user experiences. 

Responsibilities: 

  • Represent the needs of ServiceNow customers or partners and their end users associated with ServiceNow's products, competing products, or future concepts.
  • Work with key stakeholders including designers, other researchers, and product managers to identify objectives, goals, timelines and research execution plan.
  • Participate in planning and facilitation, analysis and reporting on various research initiatives.
  • Conduct research from early discovery, usage and needs, through product design validation.
  • Develop research plans, discussion guides, and other study materials with limited input from others.
  • Apply appropriate research techniques and methods for the specific project. Methods such as individual customer interviews, focus groups, diary studies, and journey mapping to aid in the formulation of insights that improve product functionality and user experience.
  • Should be comfortable participating in 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.
  • Support design validation and/or iteration through iterative usability testing
  • Validate design direction through participatory design, early concept testing, formative and summative usability testing.
  • Collaborate on feature definition and user story creation as needed.
  • Leverage existing ServiceNow user groups and communities as an additional channel for eliciting feedback.
  • Communicate your findings through artifacts such as personas, journeys, task analyses, etc. as needed to your core team.
  • Partner closely with Senior Design and Research colleagues to help influence the product strategy and roadmaps with validated user research findings.

Qualifications

What you need to be successful in this role:

  • 1 to 5 years of direct experience or equivalent combination of education and experience in market, product, customer, user experience, or academic research. Preferably for product development purposes.
  • Previous experience 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.
  • Ability to develop insightful, probing questions that resonate with technical and business minded end-users using enterprise software. 
  • Capable of performing fundamental data analysis and synthesis to generate meaning from the raw data.
  • Working knowledge of user interface design, usability evaluation techniques, perception, cognition, task analysis, experimental design and statistics.
  • Exposure to design tools such as Axure RP, Sketch or other wireframe tools.
  • Excellent written and oral communication abilities. Can prepare reports of findings and actionable insights, illustrating research data graphically and translating complex findings into written text. Experience working with and presenting research results to senior stakeholders.
  • Willing to be proactive and take initiative to learn about ServiceNow products and customers.
  • Ability to work independently with limited supervision on research projects, including problem solving and critical thinking.
  • Comfortable in a customer facing role where you need to represent the ServiceNow brand.
  • Obsessed with the relentless pursuit of UX and product perfection.

The ideal candidate will have the following: 

  • Experience working with software or technical product development teams – preferably 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.
  • Bachelor’s degree in Human-Computer Interaction, Human Factors, Cognitive Psychology, experimental psychology or other related degree.

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


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.


Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

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

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this