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Senior ServiceNow Engineer at Gitlab. Location Information: United States. GitLab Inc. is a company based on the GitLab open-source project. GitLab is a community project to which over 1,000 people worldwide have contributed. We are an active participant in this community, trying to serve its needs and lead by example. We have one . vision. : everyone can contribute to all digital content, and our mission is to change all creative work from read-only to read-write so that everyone can contribute.. We . value.  results, transparency, sharing, freedom, efficiency, frugality, collaboration, directness, kindness, diversity, boring solutions, and quirkiness. If these values match your personality, work ethic, and personal goals, we encourage you to visit our . primer.  to learn more. Open source is our culture, our way of life, our story, and what makes us truly unique.. Avoid the . confidence gap. ; you do not have to match all the listed requirements exactly to apply. Our hiring process is described in more detail in our . hiring handbook. .. Work remotely from anywhere in the world. Curious to see what that looks like? Check out our . remote manifesto. .. Design and implement complex ServiceNow solutions including custom applications, workflows, and integrations.. Participate in enterprise architecture discussions and technology roadmap planning to scale GitLab's growth.. Lead technical design sessions and provide guidance for new implementations.. Develop and maintain integration frameworks for 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.. 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 (preferred).. ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA) (preferred).. Experience with ServiceNow modules: ITSM, ITOM, SecOps, HR Service Delivery, CSM (preferred).. Knowledge of infrastructure monitoring tools and enterprise security frameworks (preferred).. Experience in high-growth technology companies or similar fast-paced environments (preferred).. Pay range:. $97K - $208K