Senior ServiceNow Engineer

• 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