Customer Service Professionals: ServiceNow Workflow Screen Recording

We're running a paid study on the day-to-day software habits of customer support teams. Understanding how people actually navigate their primary tools helps us identify common friction points and system inefficiencies. We want to see real-world usage patterns to better comprehend the operational reality of service desks.

You will capture a short, asynchronous screen recording of your desktop. During the recording, you will walk us through a common task or process you handle within the platform. You will narrate your actions out loud to explain the steps you take and the reasons behind them. Finally, you will submit the video for our team to review.

We welcome customer service representatives, IT help desk agents, and support specialists. You must have hands-on experience using ServiceNow for ticketing, routing, or general service management. We are specifically looking for daily users who are comfortable explaining their digital workflows on camera.

• Record an asynchronous video of your screen while navigating a common support task.
• Walk us through your specific workflow step by step.
• Narrate your thought process and explain why you make certain system choices.
• Upload the finalized screen recording for our team to evaluate.

• Active customer service, support, or IT help desk professional
• Hands-on experience using ServiceNow in a professional setting
• Familiarity with standard ticketing and resolution workflows
• Access to a computer capable of capturing screen and audio recordings

• You will be engaged as an independent contractor.
• This is a fully remote opportunity that can be completed on your own schedule.
• Opportunities can be extended, shortened, or concluded early depending on needs and performance.
• Your participation will not involve access to confidential or proprietary information from any employer, client, or institution.
• Payments are processed weekly based on services rendered.
• We are unable to support H1-B or STEM OPT candidates at this time.