Lead Engineer - ServiceNow Admin

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United's Digital Technology team is comprised of many talented individuals all working together with cutting‑edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

United is seeking a key team member to support its move to the Service Now Platform. The Lead Engineer will be a lead Service Now Admin and own the operations of the production instance. The Lead Engineer will also participate in project work – configuration, integration and data.

• Service Now Administrator – Primary Role
• Focus of the role is development of the App Engine Studio development tool and maintaining IT Service Management (ITSM) applications including change, problem, incident, request
• Work includes on‑call and out‑of‐hour response to outage or critical incidents
• Act as Service Now expert for incidents and defects revolving around custom applications and ITSM
• Manage Service Now integrations related to custom applications and ITSM – REST, SOAP, etc.
• Develop and maintain Platform best practices and standards
• Ensure security best practices are followed and correctly implemented
• Provide technical direction and training to rest of the team
• Project‑work as Agile team member
• Proficient in working with customers, providing expertise as a subject matter expert on best ways to write requirements and build
• Manage technical debt, refactoring, and lifecycle of custom applications
• Help to create/maintain ATF's that focus on specific custom applications
• Promote a solid culture of teamwork between the development team and our customers

• B.S. in IT related field OR degree and equivalent work experience
• 4+ years IT experience, 3+ years working on Service Now
• App Engine Studio, ITSM
• Experience managing projects
• Strong project management, negotiating, communication, critical thinking, and problem‑solving skills
• Strong verbal and written communication skills
• Must be able to work independently as well as in a team setting
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position
• Attendance up to 50% in office

• Service Now Certifications
• Customer Service, Catalog, MID Servers, Discovery Probes, Notify, Integrations, Scrum, ATF (automated‑test framework), Transform Maps, JavaScript, XML, JSON, REST, SOAP
• ITIL Certification
• Experience managing projects
• Knowledge of Yokohama and Zurich Service Now releases

The base pay range for this role is $ to $.

The base salary range/hourly rate listed is dependent on job‑related factors such as experience, education, and skills. This position is also eligible for bonus and/or long‑term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact  to request accommodation.