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

Are you a UX researcher who thrives in complex enterprise environments? Do you have the skills to bring structure and rigor to ambiguous, high-stakes problem spaces — and translate findings into clear, actionable design direction? If so, you may be the right fit for our Digital Technology Experience Design (DTXD) team. In this role, you will provide foundational research support across active DTXD workstreams that currently lack research grounding, including CMMC/security compliance workflow design and Operations experience initiatives.

What you get to do in this role:

• Conduct user interviews, workflow mapping, and research synthesis for the CMMC/NHI portal workstream, producing a findings brief with clear design implications.
• Support DTIO demo scenario validation through grounding interviews with target user populations, synthesis, and design recommendations.
• Lead DevX/SDLC value chain research, mapping friction points, handoff gaps, and design opportunities across the software delivery lifecycle.
• Translate complex research findings into clear, accessible direction that embedded designers can act on immediately.
• Define and manage your own research questions and sprint structure with minimal oversight.

Skills

In order to qualify for and be successful in this role, you should have:

• 6+ years of relevant UX research experience, ideally in enterprise or B2B environments.
• Strong portfolio of research work demonstrating experience with complex workflow domains, compliance-adjacent environments, or IT operations.
• Expert-level interview design, facilitation, and synthesis skills; ability to manage end-to-end research sprints independently.
• Demonstrated ability to translate research findings into clear, prioritized design direction that non-researchers can act on.
• Experience with qualitative research methods including user interviews, contextual inquiry, journey mapping, and workflow analysis.
• Comfort operating in ambiguous, fast-moving environments without heavy oversight or pre-defined research structure.
• Strong written and verbal communication skills; ability to present findings to design, product, and leadership audiences.
• Familiarity with IT operations, security, DevX, or compliance environments a strong plus.
• Experience collaborating with embedded design teams and shaping how research integrates into a design practice.
• Growth mindset; ability to adapt research approach across varied workstreams and user populations.

Education

Bachelor's degree in HCI, Cognitive Science, Psychology, Design, or a related field. Equivalent working experience is also acceptable.

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.