Director, Product Design, IT Service Management

Director, Product Design, IT Service Management Full-time Employee Type: Regular Region: AMS - North America and Canada Work Persona: Flexible or Remote 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