ServiceNow · 20 hours ago
Senior UX Researcher, ITSM
Santa Clara, CA
Full-time
Hybrid
Senior Level
$143K/yr - $243K/yr
5+ years expServiceNow is a global market leader in AI-enhanced technology, empowering organizations to work smarter and faster. The Senior UX Researcher role involves representing customer needs throughout the product design lifecycle, applying research techniques, and collaborating with product managers and designers to influence product strategy.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Represent the needs of customers across the product and design lifecycle from discovery through design validation and customer adoption across a portfolio of products
Apply and adapt appropriate research techniques and methods for specific project needs
Engage with customers to understand their unique needs for our products, including defining and synthesizing user types, use cases, and specific UX opportunities
Partner with Product Managers and Designers to influence product strategy and roadmaps
Validate feature and design direction through participatory design, early concept testing, formative and summative usability testing
Analyze and synthesize qualitative studies and quantitative data across studies and secondary research to generate strategic and tactical insights with actionable recommendations
Communicate findings through artifacts such as specific user segments, persona frameworks, jobs to be done, user journeys, task analyses, etc
Qualification
Required
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
Solid experience in applying customer-centered research techniques to product definition and designs
Understanding and experience in 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
A portfolio with examples of work representing research that influenced great insights or experiences. This includes examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and crisply articulated insights from the research
Preferred
5+ years of work experience conducting customer-centered research
Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software
Deeper knowledge of user interface design, usability evaluation techniques, task analysis, and experimental design
Experience with the creation and execution of online surveys as well as rich qualitative research techniques
Excellent presentation skills to visualize technically complex topics and make them easy to understand with customers as well as product management and design stakeholders
The ability to learn new technical concepts quickly
Benefits
Health plans
Flexible spending accounts
A 401(k) Plan with company match
ESPP
Matching donations
A flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
mescomputing.com
2026-01-24
2026-01-24
2026-01-23
Company data provided by crunchbase