Customer Support Professionals: Interview on ServiceNow Workflows

We are running a paid study on customer support workflows and how teams leverage enterprise service management tools. By understanding the daily routines of support agents, we can identify friction points in current ticketing processes. This research directly informs how we evaluate service desk efficiency and tool adoption.

You will participate in a 30-minute virtual interview via a remote video call. During the session, you will walk us through a typical day of handling customer requests and managing tickets. We will ask you to describe your exact workflows within ServiceNow, including how you prioritize and resolve issues. Finally, you will provide feedback on common pain points and potential areas for workflow improvement.

We are looking for customer support professionals who use ServiceNow as their primary ticketing or service management platform. We welcome customer service representatives, technical support agents, IT helpdesk analysts, and service desk managers. Ideal candidates have hands-on experience navigating complex support queues and resolving daily customer inquiries.

• Walk us through your daily customer support and service workflows.
• Describe how you use ServiceNow to track and resolve customer tickets.
• Detail the specific features or modules you rely on most during your shifts.
• Discuss the primary challenges you face when managing high volumes of requests.

• Current professional experience in customer support or service desk operations.
• Hands-on experience using ServiceNow for day-to-day ticket management.
• Comfortable discussing your workflow choices and pain points in a virtual interview.
• Available for a 30-minute remote conversation.

• 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.
• Payment is issued as soon as your work is approved.
• We are unable to support H1-B or STEM OPT candidates at this time.