Role purpose

Support IT GFS Enterprise Service Management with user research, communication and enablement activities.

Main responsibilities

• Conduct user interviews and usability tests using prepared scripts and templates.
• Organize research sessions and document user feedback.
• Summarize key findings and improvement opportunities.
• Create newsletters, SharePoint content and product communications.
• Develop training materials, presentations and quick guides.
• Support adoption activities for ESM products and services.

What we are looking for

• Experience in UX research, communications, marketing or a similar field.
• Strong written and spoken English.
• Good facilitation, writing and presentation skills.
• Confident use of Microsoft 365, PowerPoint and SharePoint.
• Structured, reliable and comfortable working with different stakeholders.
• Experience with IT services or ServiceNow is helpful but not required.

Working model

The person will work with the Experience & Engagement team and different ESM product teams. Tasks will be prioritized through a shared backlog. The role requires flexibility to shift between UX research and communication activities.