About this role

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

About the Role

This individual contributor role sits at the intersection of analysis and narrative within the thought leadership research team. You translate complex research data into compelling stories that drive executive decisions. You own the hypothesis-to-narrative process for research reports, from designing research survey instruments that test specific ideas to analyzing findings and shaping them into original, C-suite-ready research insights.

Key Responsibilities

Research design and methodology

Validate ideas before they scale. Conduct desk research to stress-test hypotheses and identify blind spots before committing to full survey instrument design.

- Manage survey design and methodology for assigned research projects, including sample sizing, weighting, screening, and regional representation

- Design survey instruments in partnership with research firms to test hypotheses with rigor before fielding

- Bring emerging methodologies into the program mix, such as AI-moderated qualitative research with consumers, to add depth to large-scale customer experience studies

Data synthesis and narrative storyboarding

Conduct data analysis directly. Run segment cuts, crosstabs, and breakdowns that surface patterns. Build narrative frameworks from analytics. This is where analysis becomes storytelling.

- Analyze and interpret both quantitative and qualitative data from various sources

- Work with complex data to shape original and impactful storylines

- Translate data into actionable insights into actionable for executive audiences

Research content development

You turn research findings into reports and assets that executives read and act on, leveraging data to inform a point of view.

- Write and storyboard thought leadership research reports from research findings, with a clear argument and editorial voice

- Ground claims in data, ensuring the evidence informs the story

- Collaborate with editorial team on derivative content for assigned programs

Key Deliverables

- Validated hypotheses with supporting desk research

- Survey instruments and methodology specifications

- Narrative frameworks

- Segment and crosstab analysis

- Derivative content recommendations

- Research report and derivative assets

Qualifications

To be successful in this role you have:

- 7+ years of experience in market research, thought leadership, management consulting, or a similar analytical and editorial discipline
- Experience designing quantitative survey instruments and qualitative research frameworks that test specific hypotheses
- Strong analytical skills with hands-on experience running segment cuts, crosstabs, and statistical analysis
- Experience using AI tools to accelerate research and analysis, with the judgment to verity outputs and protect methodological rigor
- Demonstrated ability to translate complex data into compelling narratives that resonate with C-suite audiences
- Excellent writing and editorial judgment, with a portfolio of research-backed content
- Experience partnering with external research firms on survey design, fielding, and analysis
- Comfort with ambiguity and the ability to move fast on rapid research without sacrificing methodological rigor

JV20

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 [email protected] 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.