Solutions Architect

• United Airlines is launching a multi-year Employee Experience Transformation Program aimed at modernizing HR services, simplifying employee interactions, and building an enhanced digital employee portal.

• Migrate HR services from ServiceNow to Workday by 2026


• Build and continuously enhance a new company-wide employee portal (Help Hub / Flying Together modernization)


• You will work alongside HR leaders, technical architects, and implementation partners to support integrations, solution design, and platform enhancements that impact all United employees.

• We are seeking a ServiceNow HRSD & Workday Integration Specialist with strong techno-functional skills, deep HR system expertise, and excellent stakeholder communication abilities. This role requires hands-on technical troubleshooting, integration knowledge, and the ability to advise HR teams on best practices while partnering with technical teams to execute solutions.


• The ideal candidate has a strong background in ServiceNow HR Service Delivery, experience working with Workday and third-party integrations, and has previously supported large-scale HR transformation or migration programs.

• Support and contribute to a phased migration from ServiceNow HRSD to Workday


• Work with architects and implementation partners on integration design, configuration, testing, and rollout


• Assist in debugging issues related to ServiceNow HR workflows, case management, and knowledge modules


• Review HR processes and recommend improvements aligned with best practices


• Support data mapping, API integrations, and validation workflows

• Collaborate to build and expand the new employee experience portal, including self-service capabilities, knowledge articles, and search optimization


• Advise UX/portal teams on functional design and employee-centric features


• Provide input on AI/Virtual Agent use cases to improve automation and employee experience


• Stakeholder & Communication Management


• Serve as a key liaison between HR, Digital Technology, and business partners


• Clearly explain technical concepts to non-technical stakeholders


• Drive decision-making with cross-functional teams


• Document requirements, workflows, and change impacts


• Maintain alignment across project phases and ensure readiness planning for adoption

• Support debugging and problem resolution within ServiceNow HRSD


• Coordinate with system integrators and cloud platform teams


• Participate in design reviews, testing cycles, and release planning


• Provide advisory insights on risks, gaps, and migration challenges based on past experience

• Strong hands-on experience with ServiceNow HR Service Delivery (HRSD) technical + functional


• Experience with Workday HCM or HRIS integrations, ideally connecting ServiceNow to Workday


• Experience with APIs, integrations, or workflow automation


• Ability to troubleshoot and debug ServiceNow HR workflows


• Excellent communication and stakeholder management skills


• Ability to work independently and drive decisions in a matrixed team environment


• Experience working in HR tech, employee experience, or digital transformation programs

• Experience with ServiceNow Virtual Agent, AI, NLU, or predictive intelligence


• Employee portal or self-service UI/UX design experience


• Conflict management skills


• Previous work supporting large enterprise HR teams


• Experience with cloud-based HR migrations

Benefits:

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time , paid sick and safe time , hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable)