UX​/UI Project Engineer II

* Develop and manage detailed project plans, release schedules, sprint backlogs, and budgets covering UI development, user support operations, and training delivery work streams.
* Coordinate cross-functional efforts across UX designers, front-end developers, training specialists, help desk staff, and program stakeholders.
* Track delivery performance against baseline schedule and cost; report variances with corrective action plans to program leadership.
* Manage backlog prioritization in alignment with customer requirements and program priorities.
* Provide technical oversight and direction for the full UX/UI development lifecycle — from user research and wire framing through front-end implementation, testing, and deployment.
* Lead UI design reviews, usability testing sessions, and prototype evaluations with customer and end-user groups.
* Drive consistency and quality of the user interface across all program-facing tools and dashboards.
* Oversee UI requirements definition, interface control documentation, and traceability from user needs through delivered features.
* Own the development and delivery of comprehensive user training programs covering all program-facing tools, interfaces, and workflows.
* Lead creation of training materials including user guides, quick-reference cards, video tutorials, and instructor-led training (ILT) curricula.
* Coordinate training delivery schedules with customer and program stakeholders; manage training records and completion tracking.
* Establish a continuous training refresh process to address software updates, new feature releases, and identified knowledge gaps.
* Gather post-training feedback and use metrics to improve training effectiveness and user proficiency outcomes.
* Serve as the principal interface between user-facing operations translating end-user requirements, feedback, and defect reports into actionable development items.
* Participate in SAOC sprint planning, backlog grooming, and release reviews as the voice of the user and support team.
* Coordinate acceptance testing of new SAOC process releases with operational users before production deployment.
* Maintain clear documentation of interface agreements, data flows, and dependency relationships between UI/support systems and SAOC back-end processes.
* Facilitate rapid communication between field users and the development team during critical issue resolution cycles.
* Act as the primary technical point of contact for external customers on all UI, training, and user support matters.
* Capture and flow down customer interface requirements into UX/UI design decisions, training content, and support procedures.
* Present user experience maturity, support performance metrics, and training completion status at program reviews and customer meetings.
* Manage customer expectations regarding feature delivery timelines, support response commitments, and training availability.
* Proactively engage customers to gather user satisfaction data and drive continuous improvement of the user experience.
* Bachelor's degree in Systems Engineering, Computer Science, Information Systems, or a closely related technical field.
* 10+ years of progressive engineering experience, with at least 2+ years in a technical lead or project engineering lead role.
* Demonstrated hands-on experience in UX/UI development — including wire framing, prototyping, usability testing, and front-end delivery on production systems.
* Proven experience designing and delivering user training programs for complex technical systems, including development of written guides, visual aids, and structured curricula.
* Direct experience managing a user support function, including ticket lifecycle management, SLA definition and tracking, and escalation procedures.
* Working experience with Service Now as a functional user, workflow owner, or administrator — including catalog items, incident/change/request management, and reporting.
* Experience serving as an interface between operational users and a software development team — translating user needs into backlog items and coordinating acceptance testing.
* Strong requirements management skills — ability to capture,…