SNC has led thoughtful and disruptive change in the aerospace and defense industry for the past 60 years and now, we’re applying this tenacity and expertise to the U.S. Air Force’s (USAF) Survivable Airborne Operations Center (SAOC) mission. Join the SNC-led SAOC team and be a part of exciting and meaningful work to modernize and deliver the next-generation SAOC aircraft trusted by the President, Secretary of Defense and Chairs of the Joint Chiefs of Staff to ensure continued critical command, control and communication during national emergencies. If you’re passionate about building the airborne command post of the future, consider SNC for your next mission. Learn more about NC3 and SAOC here.
Responsibilities:
Project Management
Develop and manage detailed project plans, release schedules, sprint backlogs, and budgets covering UI development, user support operations, and training delivery workstreams.
Coordinate cross-functional efforts across UX designers, front-end developers, training specialists, help desk staff, and program stakeholders.
Track delivery performance against baseline schedule and cost; report variances with corrective action plans to program leadership.
Manage backlog prioritization in alignment with customer requirements and program priorities.
UX/UI Development Oversight
Provide technical oversight and direction for the full UX/UI development lifecycle — from user research and wireframing through front-end implementation, testing, and deployment.
Lead UI design reviews, usability testing sessions, and prototype evaluations with customer and end-user groups.
Drive consistency and quality of the user interface across all program-facing tools and dashboards.
Oversee UI requirements definition, interface control documentation, and traceability from user needs through delivered features.
User Training
Own the development and delivery of comprehensive user training programs covering all program-facing tools, interfaces, and workflows.
Lead creation of training materials including user guides, quick-reference cards, video tutorials, and instructor-led training (ILT) curricula.
Coordinate training delivery schedules with customer and program stakeholders; manage training records and completion tracking.
Establish a continuous training refresh process to address software updates, new feature releases, and identified knowledge gaps.
Gather post-training feedback and use metrics to improve training effectiveness and user proficiency outcomes.
User Support
Lead user support operations including help desk/ticket management, issue triage, resolution tracking, and user communication.
Develop and maintain support runbooks, FAQs, and escalation procedures to enable efficient Tier-1 and Tier-2 support resolution.
Monitor and report on support metrics (ticket volume, mean time to resolution, recurring issue trends) and drive systemic fixes for repeat issues.
Manage the user feedback loop — capture enhancement requests, defect reports, and usability issues and route them into the development backlog.
Ensure support SLAs are defined, tracked, and met; escalate performance risks proactively to program management.
Program Interface
Serve as the principal interface between user-facing operations translating end-user requirements, feedback, and defect reports into actionable development items.
Participate in SAOC sprint planning, backlog grooming, and release reviews as the voice of the user and support team.
Coordinate acceptance testing of new SAOC process releases with operational users before production deployment.
Maintain clear documentation of interface agreements, data flows, and dependency relationships between UI/support systems and SAOC back-end processes.
Facilitate rapid communication between field users and the development team during critical issue resolution cycles.
Customer Interface
Act as the primary technical point of contact for external customers on all UI, training, and user support matters.
Capture and flow down customer interface requirements into UX/UI design decisions, training content, and support procedures.
Present user experience maturity, support performance metrics, and training completion status at program reviews and customer meetings.
Manage customer expectations regarding feature delivery timelines, support response commitments, and training availability.
Proactively engage customers to gather user satisfaction data and drive continuous improvement of the user experience.
Issue Resolution & Risk Management
Identify UI defects, support bottlenecks, training gaps, and integration failures early; develop resolution plans with clear owners and target dates.
Own the UI/Support Risk Register — document technical, operational, and schedule risks with probability/impact assessments and mitigation plans.
Implement contingency strategies for critical user-impacting outages, training delivery failures, or ServiceNow integration disruptions.
Qualifications You Must Have:
Bachelor's degree in Systems Engineering, Computer Science, Information Systems, or a closely related technical field.
10+ years of progressive engineering experience, with at least 2+ years in a technical lead or project engineering lead role.
Demonstrated hands-on experience in UX/UI development — including wireframing, prototyping, usability testing, and front-end delivery on production systems.
Proven experience designing and delivering user training programs for complex technical systems, including development of written guides, visual aids, and structured curricula.
Direct experience managing a user support function, including ticket lifecycle management, SLA definition and tracking, and escalation procedures.
Working experience with ServiceNow as a functional user, workflow owner, or administrator — including catalog items, incident/change/request management, and reporting.
Experience serving as an interface between operational users and a software development team — translating user needs into backlog items and coordinating acceptance testing.
Strong requirements management skills — ability to capture, document, and trace user interface requirements through design and into delivered solutions.
Experience managing project plans, schedules, and budgets using formal project management tools (MS Project, Jira, or equivalent).
Excellent verbal and written communication skills — demonstrated ability to present technical content clearly to end users, customers, and program leadership.
Qualifications We Prefer:
4–6 years of project leadership or engineering program management experience on software-intensive programs.
Background in Aerospace & Defense programs with experience supporting classified or operationally sensitive user communities.
Proficiency with front-end technologies (React, Angular, Vue.js, HTML/CSS) or low-code/no-code UI platforms used in enterprise programs.
Experience with UX research methods — user interviews, task analysis, card sorting, A/B testing — and translating findings into design decisions.
ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD) certification.
Experience with ITSM frameworks (ITIL v4 or equivalent) applied to program support operations.
Knowledge of Agile/SAFe delivery practices and experience participating in PI Planning, sprint reviews, and backlog refinement as a business/user representative.
PMP certification or INCOSE ASEP/CSEP certification.
Experience developing cost estimates and staffing plans for training and support operations workstreams.
Active DoD Top Secret Clearance with SCI Eligibility.
Essential Functions:
Occasional travel to customer or field locations may be required.
Ability to work primarily in an office or hybrid environment.
Ability to lift up to 10 pounds occasionally.
Prolonged periods of working on a computer.
Hand and finger dexterity for computer use.
Capability to work in potentially hazardous environments when visiting project sites.
This posting will be open for application for a minimum of 5 days and may be extended based on business needs.
Estimated Starting Salary Range: $165,010.21 - $226,889.04. Compensation varies depending on a wide array of factors, such as candidates' key skills, relevant work experience, and education/training/certifications. The disclosed range estimate may be adjusted for any applicable geographic differential associated with the location at which the position may be filled.SNC offers annual incentive pay based upon performance that is commensurate with the level of the position.
SNC offers a generous benefit package, including medical, dental, and vision plans, 401(k) with 150% match up to 6%, life insurance, 3 weeks paid time off, tuition reimbursement, and more.
IMPORTANT NOTICE:
This position requires current/active Top Secret with SCI eligibility U.S. Security Clearance. U.S. Citizenship status is required as this position needs an active U.S. Security Clearance for employment. Non-U.S. Citizens may not be eligible to obtain a security clearance. The Department of Defense Consolidated Adjudications Facility (DoD CAF), a federal government agency, handles the adjudicative aspects of the security clearance eligibility process for industry applicants. Adjudicative factors which affect the outcome of the eligibility determination include, but are not limited to, allegiance to the U.S., foreign influence, foreign preference, criminal conduct, security violations and illegal drug use.Learn more about the background check process for Security Clearances.
SNC is a global leader in aerospace and national security committed to moving the American Dream forward. We’re known and respected for our mission and execution focus, agility, and disruptive and rapid innovation. We provide leading edge technologies and transformative solutions that support our nation’s most critical security needs. If you are mission-focused, thrive in collaborative environments, and want to make our country stronger with state-of-the-art technologies that safeguard freedom, join our team!
SNC is an Equal Opportunity Employer committed to an environment free of discrimination. Employment decisions are made based on merit without regard to race, color, age, religion, sex, national origin, disability, status as a protected veteran or other characteristics protected by law.