- Company Name
- United Airlines
- Job Title
- Lead Engineer - ServiceNow Admin
- Job Description
-
**Job Title:** Lead Engineer – ServiceNow Admin
**Role Summary:**
Lead ServiceNow Administrator responsible for operating and enhancing the production ServiceNow instance within a large digital technology organization. Provide expertise on ServiceNow App Engine Studio, ITSM applications, integrations, and security best practices while driving project work and training the team.
**Expactations:**
- Manage on‑call and out‑of‑hour incident response for critical outages.
- Act as ServiceNow subject‑matter expert for custom applications and ITSM issues.
- Deliver technical guidance and training to cross‑functional teams.
- Participate actively in Agile projects, writing requirements, and ensuring solution quality.
- Maintain and improve technical debt, refactoring, and lifecycle of custom applications.
**Key Responsibilities:**
- Operate and maintain the production ServiceNow instance, including change, problem, incident, and request workflows.
- Develop, configure, and support custom applications using App Engine Studio.
- Design, implement, and troubleshoot integrations (REST, SOAP, MID Server, Discovery, etc.).
- Create and maintain automated test frameworks (ATF) for custom applications.
- Establish and enforce platform best practices, security standards, and coding guidelines.
- Conduct project planning, risk assessment, and status reporting.
- Mentor team members and conduct knowledge transfer sessions.
**Required Skills:**
- ServiceNow administration (ITSM, App Engine Studio) with at least 3 years’ experience.
- Strong knowledge of REST, SOAP, JavaScript, XML, JSON, and integration patterns.
- Experience with ATF, automated testing, and refactoring of legacy applications.
- Project management, negotiation, communication, and problem‑solving abilities.
- Ability to work independently and collaboratively in a cross‑functional environment.
**Required Education & Certifications:**
- Bachelor’s degree in IT or related field, or equivalent work experience.
- Minimum of 4 years’ IT experience with 3+ years focused on ServiceNow.
- ServiceNow certifications (e.g., Certified System Administrator, Certified Application Developer) strongly preferred.
- ITIL certification preferred.