GitLab

Senior ServiceNow Engineer

GitLab

full-time

Posted on:

Origin:  • 🏈 Anywhere in North America

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Salary

💰 $97,400 - $208,800 per year

Job Level

Senior

Tech Stack

AngularITSMJavaScriptReactSDLCServiceNowSOAP

About the role

  • 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
  • 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

Requirements

  • 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
  • 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.
  • 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
  • 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