Senior ServiceNow Engineer
GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.
The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.
About the Role
As a Senior ServiceNow Engineer, you will serve as a technical leader and subject matter expert for GitLab's ServiceNow platform. You will architect, design, and implement complex solutions that support critical business processes across IT, PeopleOps, Finance, Legal, and other service-providing groups. This role requires deep technical expertise combined with strategic thinking to drive platform optimization and organizational efficiency.
Responsibilities
Advanced Platform Expertise, Architecture and Governance
- Design and implement complex ServiceNow solutions including custom applications, workflows, and integrations.
- Participate in enterprise architecture discussions and technology roadmap planning to help scale and support GitLab's rapid growth and evolving business requirements.
- Lead technical design sessions and provide guidance for new implementations
- Develop and maintain integration frameworks connecting ServiceNow with external systems.
- Build sophisticated business rules, client scripts, and server-side scripting using JavaScript/GlideScript
- Create and maintain complex workflows, flow designer processes, and orchestration activities
- Develop custom UI components, portals, and mobile applications within the ServiceNow platform
- Implement advanced reporting solutions, performance analytics, and executive dashboards
- Establish and enforce ServiceNow development standards, best practices, and governance frameworks
- Conduct platform health assessments and performance optimization initiatives
- Lead version upgrade planning, testing, and implementation with minimal business disruption
- Manage update sets, source control, and deployment processes across multiple instances
- Evaluate new ServiceNow modules and capabilities for potential implementation
- Drive automation initiatives to reduce manual processes and improve operational efficiency
- Establish metrics and KPIs to measure platform performance and business value
Technical Leadership & Mentorship
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- Provide technical guidance and mentorship to junior administrators and developers
- Lead root cause analysis for complex platform issues and implement preventive measures
- Collaborate with cross-functional teams to translate business requirements into technical solutions
- Serve as the primary escalation point for critical ServiceNow incidents and problems
Required Qualifications
Technical Expertise
- 5+ years of hands-on ServiceNow administration and development experience
- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist (CIS) in multiple modules
- Expert-level experience managing ServiceNow versions Xanadu and later with focus on Automation, AI, Machine Learning and NLU.
- Expert-level knowledge of ServiceNow platform architecture, data model, and core applications
- Advanced proficiency in JavaScript, REST/SOAP APIs, and web technologies (HTML, CSS, Angular/React)
- Deep understanding of ITIL processes and their implementation in ServiceNow
Advanced Skills
- Experience with ServiceNow development tools (Studio, Flow Designer, IntegrationHub, etc.)
- Expertise in database design, performance tuning, and complex query optimization
- Knowledge of authentication protocols (SSO, LDAP, SAML, OAuth)
- Experience with version control systems and CI/CD pipelines for ServiceNow
- Experience integrating collaboration tools (Slack, Zoom, Google Workspace) with ServiceNow.
- Experience building, launching and supporting Live and Virtual Agent implementations.
- Experience with AI, Machine Learning and Natural Language Understanding applications in ServiceNow.
Leadership & Communication
- Proven track record of leading technical projects and mentoring team members
- Strong analytical and problem-solving skills with ability to work under pressure
- Excellent communication skills with ability to present technical concepts to non-technical stakeholders
- Experience working in agile environments and cross-functional teams
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA)
- Experience with ServiceNow modules: ITSM, ITOM, SecOps, HR Service Delivery, CSM
- Knowledge of infrastructure monitoring tools and enterprise security frameworks
- Experience in high-growth technology companies or similar fast-paced environments
About the Team
The Enterprise Applications team is the technical backbone supporting GitLab's critical business operations. As a Senior ServiceNow Engineer, you'll be instrumental in scaling our platform capabilities while maintaining world-class reliability and performance. You'll work alongside talented professionals managing our entire enterprise application ecosystem and have the opportunity to shape the future of how GitLab operates at scale.
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion
- Founder led