Senior ServiceNow Engineer

Company Overview

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

• 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.