Lumen is hiring : Senior Lead User Experience Engineer in Albany

About Lumen 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.

The Role 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.

Location 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.

Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors

Location Based Pay Ranges :

$129,639 - $172,852 in these states : 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, and WY.

$136,121 - $181,494 in these states : CO, HI, MI, MN, NC, NH, NV, OR, and RI.

$142,603 - $190,137 in these states : AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

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. We\'re able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and / or sales compensation) as you move through the selection process.

Learn more about Lumen's :

Benefits (https : / / jobs.lumen.com / global / en / benefits-statement)

Bonus Structure

Requisition # : 339965

Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and / or motor vehicle reports and / or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https : / / jobs.lumen.com / i / global / en / faqs). Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline 09 / 25 / 2025

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