Senior Lead User Experience Engineer

Senior Lead User Experience Engineer

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

This hybrid role combines UI/UX development, guided user enablement, and ServiceNow platform engineering. The Senior Lead User Experience Engineer will design and build intuitive user interfaces and onboarding experiences within ServiceNow, while also developing the back-end logic required to support those interfaces. This includes creating Guided Tours, Setup flows, and demo content that helps users navigate complex workflows.

The ideal candidate is a developer first, with deep experience in ServiceNow's UI technologies (e.g., UI Builder, Service Portal, Jelly, UI Pages), and a strong sense of user experience. They should also be comfortable presenting workflows visually and guiding other developers in how to build user-friendly solutions.

This is a remote opportunity open to candidates located anywhere in the U.S.

The Main Responsibilities

• Develop custom UI components and interfaces using UI Builder, Service Portal, Jelly, and UI Pages within ServiceNow.
• Build and maintain ServiceNow applications, including scripting, scoped apps, and integrations that support front-end functionality.
• Design and implement Guided Tours, Guided Setup flows, and interactive onboarding experiences to support user adoption.
• Create user-facing communications such as help content, tooltips, onboarding messages, and microcopy.
• Produce short demo videos or screen recordings to showcase workflows and features (no voiceover or on-camera presence required).
• Collaborate with developers and product teams to ensure UI/UX best practices are applied across solutions.
• Act as a consultative partner to other developers, helping guide user experience decisions and interface design.
• Conduct usability testing and apply feedback to improve design and training effectiveness.
• Ensure accessibility and inclusive design principles are applied across all UI and training content.

What We Look For in a Candidate

• 5+ years of experience in ServiceNow development, including both front-end and back-end engineering.
• Deep expertise in UI Builder, Service Portal, Jelly, and UI Pages.
• Experience designing interactive onboarding or training-adjacent experiences (e.g., Guided Tours, Setup flows, demos).
• Strong proficiency in JavaScript and ServiceNow's scoped applications.
• Ability to create clear, concise, and engaging user-facing content.
• Familiarity with video capture tools (e.g., Loom, Camtasia, OBS) for demo creation.
• Understanding of accessibility standards and inclusive design principles.
• Experience working in Agile environments and collaborating across cross-functional teams.

Lumen offers a comprehensive package featuring a broad range of health, life, voluntary lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

Equal Employment Opportunities: We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status.

Application Deadline: 09/25/2025