IT & Technology Decision Makers - Paid ITSM/ESM Research Study - Newcastle, UK

Prolific; United States; Remote; USD 227,000 - 324,000; Full time

Benefits offered by this job

PayPal account

Job summary

Prolific is seeking IT and technology leaders to join our Expert Network as subject matter experts in ITSM/ESM. You’ll bring director-level experience and hands-on knowledge of platforms like Jira Service Management, ServiceNow, or Freshservice to help researchers design and validate real-world IT workflows.

Selected experts complete brief tests and paid tasks, typically one hour long, with pay up to $200 per hour.

Qualifications

• Director-level IT leadership experience required.
• Hands-on use of ITSM/ESM platforms (e.g., Jira Service Management, ServiceNow).
• Experience as a decision maker for platform selection or implementation.
• Ability to analyze complex IT service workflows and provide clear insights.
• Excellent written communication and attention to detail.

Responsibilities

• Answer research questions on IT policy, ticketing workflows, and IT operations.
• Review scenarios and respond to ITSM/ESM scenarios like escalation and triage.
• Participate in surveys or interviews to inform research.
• Provide feedback on tools, workflows, and processes related to ITSM/ESM.
• Contribute SME input to help researchers understand IT functions in practice.

Skills

Director-level IT experience

ITSM/ESM expertise

Decision making

Analytical thinking

Strong communication

Tools

Jira Service Management

Freshservice

ServiceNow

Atomicwork

Moveworks

Workday

SAP SuccessFactors

Job description

IT & Technology - Decision Makers - ITSM/ESM Research

About Prolific

Prolific is not just another player in the AI space – we are building the biggest pool of quality human data in the world.

Over 35,000 AI developers, researchers, and organizations use Prolific to gather data from paid study participants with a wide variety of experiences, knowledge, and skills.

The role

We’re looking for IT and Tech Leaders with hands‑on experience selecting and using ITSM or ESM platforms to join our Expert Network as subject matter experts. If you have the necessary experience, we’ll send you a quick 10‑ to 15‑minute test to assess your skills and suitability for our research tasks. If successful, you’ll be invited to join Prolific as a participant, where you’ll get paid to share your expertise with researchers and organisations who need real‑world IT insight.

Researchers looking for your skills tend to pay up to $200 per hour. You must be prepared to complete paid tasks that require one hour of uninterrupted work, though many are shorter.

What you’ll bring

• Professional Experience: Director-level or above experience in IT, Technology, IT Operations, or a related function
• Domain Knowledge: deep background in one or more areas such as IT Service Management, IT Operations, or Enterprise Service Management
• ITSM/ESM Experience: current or recent hands‑on use of an ITSM or ESM platform such as Jira Service Management, Freshservice, ServiceNow, Atomicwork, or Moveworks
• Decision‑Making: experience as a decision maker or key stakeholder for ITSM/ESM platform selection, implementation, or management
• Analytical Thinking: the ability to draw on complex IT service workflows and ticketing experience to answer research questions and provide clear, nuanced expert insight
• Communication: exceptional written communication skills and a high level of attention to detail when responding to questions on IT policy, compliance, or service management topics
• A PayPal account to receive payment from our clients

What you’ll be doing in the role

• Answering Research Questions: share your expert perspective on topics such as internal ticketing workflows, employee service requests, IT policy, and IT operations processes
• Scenario Review: apply your real‑world experience to assess and respond to IT and service management scenarios, such as incident escalation, ticket triage, employee onboarding requests, and internal helpdesk workflows
• Surveys & Interviews: participate in structured surveys or interviews where your domain expertise informs research into service management practices and IT operations
• Product & Process Feedback: provide informed feedback on tools, workflows, and processes related to ITSM/ESM platforms in IT and operations contexts
• Framework Input: contribute subject matter expertise to help research teams better understand how IT functions use and evaluate service management platforms

Key Technologies

• ITSM/ESM Platforms: direct experience with tools such as Jira Service Management, Freshservice, ServiceNow, Atomicwork, or Moveworks is required.
• HRIS Platforms: familiarity with systems like Workday, SAP SuccessFactors, ADP, or Oracle HCM is desirable.
• Productivity & Analysis: familiarity with Excel/Google Sheets for workforce analytics and Notion/Jira for asynchronous collaboration.

Why Prolific is a great platform to join as a Participant

Joining our platform as a Prolific participant will give you the chance to influence the AI models of the future using professional legal expertise. Once you pass our assessment, you can join Prolific in just 15 minutes, and start enjoying competitive pay rates, flexible hours, and the ability to work from home.

We’ve built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high‑quality, ethically sourced human behavioural data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.

We believe that the next leap in AI capabilities won’t come solely from scaling existing models, but from integrating diverse human perspectives and behaviours into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation – one that reflects the breadth and the best of humanity.

Links to more information on Prolific

Website

Youtube

Privacy Statement

By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organisation planning. Prolific’sCandidate Privacy Noticeexplains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal personal information.