Job Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. 

Benefit options available depending on contract factors and upon meeting requirements. 

Duties

Work cross-functionally with key stakeholders including designers, other researchers, and product managers to plan, lead and execute research to understand the context and needs of agents in the connected sales space: a future experience across different tools and systems focusing on prescriptive AI to guide the sales cycle.

Analyze and synthesize data to generate strategic and tactical insights with actionable recommendations that drive improvements to various employee experiences. 

Partner closely with stakeholder to inform product strategy and roadmaps with validated user research findings. 

Inform architectural design tasks such as user flows, information architecture definition, wireframing, etc. with the aim of communicating design opportunities to stakeholders. 

Support design direction through early concept testing, formative, and summative usability testing. 

Skills

At least 5 years of experience leading and conducting research projects on web-based and mobile apps. 

Proven success 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. 

Intermediate knowledge of qualitative and/or quantitative methodologies, such as user interviews, usability testing, information architecture, surveys, concept testing, data analysis, statistics, and benchmarking 

Must have very strong written and verbal English communication and presentation skills to prepare reports of findings using PowerPoint, explaining methods used and insights learned, and presenting research results to key stakeholders and leadership 

Must thrive on highly technical and complex environments and be able to deal with uncertainty, meeting challenges with a positive and problem-solving attitude, while being proactive, resourceful, and able to work independently with minimal supervision 

Experience with UserTesting, Qualtrics, OptimalWorkshop to conduct research; and knowledge of Figma and Miro to collaborate with Designers when preparing to conduct research to walk-through prototypes and designs.

Education 

Master’s degree in Cognitive Science, Psychology, Human Computer Interaction, or any other related field. A working experience of the equivalent is also acceptable for the position.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation. 

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