Director, Product Design, IT Service Management

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
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.

Employment type
Full-time

Work arrangement
No