UX Researcher III

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 — Service Now 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 through Magnit Global, depending on contract factors and upon meeting requirements.

As a UX Researcher - III at Service Now you’ll be focused on leading UX research studies within our HR Product team by building detailed research plans, employing mixed research methods to learn directly from our customers and users of our HR products to detail their needs, mindsets and documenting opportunities for our product team to continue differentiating and innovating our products and features.

This UX Research role will be directly responsible for creating, executing and sharing insights gained to our team. You’ll have autonomy to create customized research methods … but be part of a larger team with a shared goal of learning, iterating and optimizing the experiences we create for users.

• Join a talented team of researchers who partner across design and product teams to build and refine Service Now experiences
• Own research execution (planning, alignment, recruiting, conducting mixed methods research, synthesis and storytelling with insights)
• Collaborate closely with product and design leaders on research needs, gaps and findings
• Advocate for proper research methods and approaches to learn and iterate across our Business Unit
• Present actionable insights and recommendations to our teams
• Partner with teams after delivering findings to innovate and improve experiences

• 5+ years of UX research experience with a degree in Human‑Computer Interaction, Human Factors, Social Science, Psychology, Business or related fields.
• Proven experience in previous research work you can share with our team.
• Meticulous attention to detail
  :
  You are thorough and exact with your approach to organizing data, coordinating, communicating and conducting research.
• A yes attitude
  :
  You’re down to say yes to complicated and difficult to tackle research needs. Finding the right approach to learning might not be a linear path, and you’re there for the journey.
• Experience
  :
  You have an established and documented history in conducting applied UX research, both qualitative and quantitative methods.
• Experience conducting foundational (JTBD studies, personas, journeys) and tactical research (usability or heuristic evaluations) needed.
• Writing is a core strength
  :
  You can distill complex research findings into succinct finding reports, using research findings to influence design and product decisions. Being a good researcher means being a good storyteller.
• Communication
  :
  You have a track record and knack for reporting and communicating with teams.
• Teammate
  :
  You thrive working as part of a team (you are going to be partnering really closely with design, product, research and engineering teammates)
• Self‑motivated and have the ability to work autonomously.
• Time in a technical role
  : UX Design, technical writing, engineering, architecture or data experiences much desired.
• Data familiarity
  :
  You are comfortable working with data and telemetry pipelines.
• Previous research focused on data connection and integrations
  .
• Familiarity and comfort with remote work and asynchronous team communications.
• Ability to periodically travel for research initiatives, workshops or working sessions (maybe 3-4 times a year)

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.