Kenneth James Hamer
Director, Product Design (Technology Workflows) @ServiceNow
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WORK HISTORY
Director, Product Design (Technology Workflows) @ServiceNow
San Diego, CA, US
EDUCATION
University of Calgary
Double Major, Computer Science & Fine Arts
SKILLS
ABOUT KENNETH JAMES HAMER
I lead product design for ServiceNow’s ITSM portfolio, transforming enterprise experiences with AI and human creativity. My journey spans the entire employee experience spectrum—from workplace services to HR service delivery to IT service management—focused on improving experiences for employees, agents, and admins alike.What Excites Me:I love challenging my team to dream big within enterprise constraints. I find joy in pushing boundaries even in complex environments.Currently, I’m focused on• Exploring AI’s potential to enhance human creativity• Evolving Service Operations Workspace and other high-impact products• Designing elegant solutions for complex workflows• Building and mentoring innovative design and cross-functional teamsMy JourneyDriven by a belief that better work improves everything, I’ve led design efforts over 15+ years, including:• Leading design for ServiceNow’s ITSM portfolio• Transforming HRSD from concept to billion-dollar success• Building the Workplace Service Delivery design team• Growing a 25+ person design organization• Earning 6 Industry Awards, 4 Webby Awards, and several patentsMy Approach• Creating space for creativity in technical environments• Leading with empathy for users and agents• Bridging human needs and business goals• Fostering bold thinking• Simplifying the complex and delighting usersWhat I’m Known For• Turning complex workflows into intuitive experiences• Building teams that blend creativity with technical excellence• Creating seamless employee, agent, and admin experiences• Mentoring designers to think bigger• Bringing a human touch to technical challenges• Deep understanding of enterprise service deliveryCurrent FocusI’m exploring the intersection of human-centered design and AI while leading ITSM portfolio transformation to work for everyone—from employees to agents to admins.
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