The Role
Lumen is seeking a Senior Lead User Experience Engineer to design and build intuitive UI/UX experiences within the ServiceNow platform. This hybrid role combines UI/UX development, guided user enablement, and back-end ServiceNow engineering. You’ll create Guided Tours, Setup flows, demo content, and custom interfaces that help users navigate complex workflows.
Location: Remote (U.S.)
Responsibilities
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Develop custom UI components using UI Builder, Service Portal, Jelly, and UI Pages
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Build and maintain ServiceNow applications including scripting, scoped apps, and integrations
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Design and implement Guided Tours, Setup flows, and interactive onboarding experiences
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Create user-facing content: help guides, tooltips, onboarding messages, microcopy
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Produce short demo videos or screen recordings to showcase workflows and features
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Collaborate with developers and product teams to apply UI/UX best practices
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Act as a consultative partner, guiding user experience decisions and interface design
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Conduct usability testing and incorporate feedback to improve design and training effectiveness
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Ensure accessibility and inclusive design principles across all UI and training content
Requirements
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5+ years of experience in ServiceNow development (front-end and back-end)
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Deep expertise in UI Builder, Service Portal, Jelly, and UI Pages
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Experience designing interactive onboarding/training experiences (Guided Tours, Setup flows, demos)
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Strong proficiency in JavaScript and ServiceNow scoped applications
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Ability to create clear, concise, and engaging user-facing content
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Familiarity with video capture tools (Loom, Camtasia, OBS)
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Understanding of accessibility standards and inclusive design principles
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Experience in Agile environments and collaborating across cross-functional teams
Compensation & Benefits
Location-Based Pay Ranges:
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$129,639 – $172,852: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV
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$136,121 – $181,494: CO, HI, MI, MN, NC, NH, NV, OR, RI
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$142,603 – $190,137: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA
Lumen offers a comprehensive benefits package, including health, life, voluntary lifestyle benefits, and other perks supporting physical, mental, emotional, and financial wellbeing. Bonus structure and incentives are available and discussed during the selection process.
Background Screening
Background checks may include criminal records, motor vehicle reports, or drug screening depending on the position. The San Francisco Fair Chance Ordinance is applied; applicants with arrest or conviction records will be considered if qualified.
Equal Employment Opportunity
Lumen is committed to providing equal employment opportunities to all applicants regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, age, gender, sexual orientation, gender identity, marital or family status, pregnancy, or other legally protected status.
Application Deadline
10/02/2025
About Lumen (Meta)
Lumen connects people, data, and applications to ignite business growth. With a culture built on teamwork, trust, and transparency, Lumen empowers talent to thrive and shape the future of digital connectivity.