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 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.

Remote-Global