Lead Engineer - ServiceNow Admin

United Airlines•Chicago, IL

2d•$102,220 - $133,194•Hybrid

About The Position

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 ServiceNow Platform. The Lead Engineer will be a lead ServiceNow Admin and own the operations of the production instance. The Lead Engineer will also participate in project work – configuration, integration and data. ServiceNow 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 ServiceNow expert for incidents and defects revolving around custom applications and ITSM Manage ServiceNow 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

Requirements

B.S. in IT related field OR degree and equivalent work experience
4+ years IT experience, 3+ years working on ServiceNow
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

Nice To Haves

ServiceNow 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 ServiceNow releases

Responsibilities

ServiceNow Administrator
Development of the App Engine Studio development tool
Maintaining IT Service Management (ITSM) applications including change, problem, incident, request
On-call and out-of-hour response to outage or critical incidents
Act as ServiceNow expert for incidents and defects revolving around custom applications and ITSM
Manage ServiceNow 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