Research Operations Specialist

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

We are seeking a highly organized and detail-oriented Research Operations Specialist to join our team and ensure the smooth execution of research projects. You will be responsible for streamlining processes, coordinating logistics and optimizing resources for efficiency and effectiveness of our research initiatives.

What you get to do in this role:

• Coordinate recruitment efforts such as identifying and vetting potential employees for research engagements, scheduling study sessions, removing technical challenges, and ensuring a great end-to-end experience for individuals participating in DT’s research projects.
• Implement and improve our recruiting strategy to support the research team.
• Ensure that participant recruitment practices follow company policies and best practices, including the representation of ServiceNow’s employees across the globe, and those who experience the world differently.
• Create and maintain a research repository with previous and ongoing work to be available for all ServiceNow.
• Work cross-functionally with other organizations for the efficient use of panels and CRM tools.
• Help to establish research and operational best practices and identify other tools to increase team efficiency.

Qualifications

Qualifications

• BA/BS degree or higher in the Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Human-Computer Interaction, Design, or equivalent combination of education and experience
• 2+ years of experience conducting customer-centered research, ideally in enterprise software development or related Master's Degree with 0+ years of professional experience.
• Knowledge applying customer-centered research techniques to product definition and designs.
• Exposure to 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 or examples of work representing research that influenced insights or experiences. This can include examples of research goals, research methodologies used, the process followed, your involvement and role, data visualizations, and articulated insights.
• Experience developing insightful, probing questions that resonate with both highly technical individuals through business minded end-users using enterprise software.
• General knowledge of user interface d