Director, Product Design, IT Service Management

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team & Role 
At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. 
 
This role is part of our Product Design team that uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs, with the mission to created product experiences they love. Our designers come from a diverse set of skills and background - design systems, visual, interaction, content, and product design. At ServiceNow, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go. 

Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience/  

IT Service Management: 

IT Service Management is how modern businesses turn IT operations into a competitive advantage. At ServiceNow, we've built IT Service Management tools that help teams move faster, respond better to customer needs, and keep systems running smoothly—so they can focus on what really matters instead of getting stuck in process overhead.

From managing incidents and requests to tracking changes and building a complete picture of IT assets, our ITSM platform brings clarity to chaos. We're helping IT teams around the world transition from reactive firefighting to proactive problem-solving. If you care about making technology work better for people, this is where you'll make an impact.

What you get to do in this role:

• Work collaboratively with our Product teams to deliver great UX that will revolutionize workplace collaboration and productivity for some of the largest companies in the world 
• Directly lead and manage 8-10 designers and/or managers  
• Change the way people work through design thinking and develop experiences using AI, Machine Learning and Mobile technology 
• Oversee a portfolio of products, while acting as a mentor & manager to subordinates. 
• Work closely with Product and Engineering from strategic definition, planning, architecture, through tactical execution of the Product Roadmaps 
• Work with your peers to ensure a unified and cohesive experience across the ServiceNow ecosystem 
• Lead user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans 
• Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others 
• Rapidly iterate theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions 
• Oversee your team's work: detailed mockups and prototypes and behavior specifications. 
• Ensure a consistent experience across the mobile and desktop platforms 
• Participate in the development and maintenance of the company Design system to provide examples of core platform components and best practices 
• Oversee UI layouts including controls, labels and graphical elements for software on both mobile and desktop platforms with an eye towards experience unification 
• Participate in documentation development process such as user experience specifications, testing and evaluation 
• Work closely with product management in UX ideation and innovation 

Qualifications

Preferred Qualifications: 

• 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.
• 8+ years of visual and interaction design, with 5 years of Experience Design or equivalent. 
• 3+ years of experience managing design teams 
• Expert with Sketch, Photoshop, or other design tools 
• Ability to do rapid prototyping in Axure, Keynote, Framer, Principle or similar tools 
• Ability to understand and distill complex problems into clean solutions. 
• Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team 
• Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment 
• Ability to work with minimal supervision in a fluid, fast-paced and truly agile environment 
• Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos 

Basic Qualifications 

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields 
• Experience participating in the complete product development lifecycle of web and/or software applications. 
• Experience in user experience design or industry experience (corporate, software, web or agency) 

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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