Uniteds 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.

Job overview and responsibilities

The Senior Manager of Operations and Engineering (ServiceNow) will manage a team of highly skilled and technical engineers to support the Platform Operations and Platform Engineering teams state-side. This role will be accountable for ensuring effective oversight of the work to maintain platform health and performance, respond to incidents and support development initiatives. This leader must have an advanced understanding of ServiceNow and experience in platform development and administration. Good understanding of institutional operations practices and modern platform management will be critical. Strong leadership experience managing people, process and technology at enterprise scale.

• Oversee allocation of development and platform maintenance tasks to team of engineers and developers. Provide escalation point for IKC based team.
• Lead a team of platform engineers and developers. Coach, develop and inspire team members to achieve their goals and sustain the platform.
• Work closely with Digital Enablement Leadership team to ensure alignment on platform development and governance.
• Participate in bi-annual upgrade activities
• Ensure adherence to platform standards and governance to ensure platform supportability and performance by team of engineers and developers.

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

What’s needed to succeed (Minimum Qualifications):

• Bachelors degree in Computer Science, Engineering or Business Administration
• 5+ years’ experience leading a technical team.
• 9+ years of hands-on experience implementing business processes in ServiceNow.
• 9+ years hands-on experience conducting ServiceNow platform remediation activities.
• Certified System Administrator – ServiceNow
• Certified Implementation Specialist – ITSM
• Certified Application Developer
• ServiceNow experience including ITSM and any of the modules: HRSD, CSM, FSM, ITOM, etc.
• Knowledge of Server-side and client-side components such as ACL’s, Business rules, Script Includes and other relevant components and modules.
• Experience with JavaScript, AJAX, JSON, REST, XML, and other relevant technologies and frameworks.
• Experience working on Workflows and Flow designers.
• Experience with ServiceNow APIs (GlideAggregate, GlideRecord, etc.), and integrations with third-party tools.
• Experience with ServiceNow Reporting and Performance Analytics
• Strong ability to communicate complex technical concepts to both technical and non-technical stakeholders
• Strong analytical skills with the ability to identify solutions and drive for solution implementation.
• Ability to work independently and self-motivate.
• Excellent team player, engaging, and proactively identify opportunities to improve process and drive for delivery.
  

What will help you propel from the pack (Preferred Qualifications):

• Hands on experience working in App Engine Studio
• 3+ years Hands on experience working on Service Portal
• Service Portal experience: Develop and customize ServiceNow Portals using AngularJS, HTML, CSS, and related frameworks.
• Perform portal scripting in Angular and CSS-based UX/UI design.
• Hands on experience working on Virtual Agent and Agent Workspace
• Any additional CIS – ServiceNow certification (HRSD, CSM, HAM, etc.)
• Certified Technical Architect - ServiceNow